Career Opportunities with Eataly USA

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Careers At Eataly USA

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Guest Relations Ambassador

Department: Guest Relations
Store Location: Downtown - NYC

Job Title: Guest Relations Ambassador 

FLSA Status: Hourly Non-Exempt

Job Purpose:

Guest Relations Representatives are ambassadors of Eataly, responsible for helping to create and maintain quality experiences for each guest that comes to Eataly.  They ensure a positive company image by providing courteous, friendly and efficient customer service to all customers and team members while sharing their knowledge regarding Eataly’s range of products and services (including our restaurants, cooking demonstrations, and in-store events)
 
As an ambassador of Eataly products and services, the Guest Relations Representative is responsible for helping to create and maintain quality experiences for each guest that comes to Eataly. Eataly ambassadors are expected to actively engage with guests and spend quality time with each customer.
 

Essential Job Functions (Duties & Responsibilities:

  1. Responds courteously to customer inquiries regarding availability and usage of products, our range of services, restaurant offerings, school classes, recipe help, and location of products throughout the market.
  2. Initial responder and liaison between Eataly and potential vendors, passing information on to Eataly buying team, private events and Public Relations for press inquiries. 
  3. Deals with customers directly both face-to-face, electronically via email, and on the telephone and responds to customer inquiries promptly. Transfer calls as necessary.
  4. Handles and resolves customer complaints and general feedback by obtaining and evaluating all relevant data to handle complaints and inquiries. Ensures that information reaches the pertinent manager/department for proper action if the guest needs further help.
  5. Aids guests in creating customized gift boxes upon request; Performs personal shopping duties for Eataly Partners upon request.
  6. Responds to or appropriately redirects guest complaints.
  7. Processes the sale and shipment of gift cards.
  8. Writes and sends daily Eataly Events email.
  9. Administrative duties including: sorting mail, maintaining employee training-class lists and making store announcements.
  10. Assists customers with exchanges, store credits, and refunds.
  11. Contributes to Eataly’s monthly staff newsletter.
  12. Promotes and helps organize in-store events such as producer tasting days, producer demonstrations, etc.
  13. Continuously studies Eataly’s 3000+ products independently and participates in staff classes and tastings.
  14. Receives cash bank at beginning of work shift and verifies accuracy by counting money in cash drawer (at end of shift). Ensures an accurate accounting of all transactions, collections and disbursements during work shift.
  15. Verify employee discounts, returns, exchanges, and voids, with the assistance of the manager or shift lead

Minimum Qualifications:

  • Must have a strong customer service attitude with a welcoming and confident demeanor and the ability to remain calm and patient in a fast-paced environment. Must be able to communicate with guests effectively while educating them on Italian culture and food- including regional cuisine. Ability to speak and understand Italian and previous retail and/or restaurant experience is preferred.  Intermediate computer skills required.
  • High school graduate or equivalent desired. 
  • Must have ability to remain stationary for periods of up to six hours in length and be able to escort guests to other parts of the facility as circumstances dictate.
  • Ability to learn, retain and share Eataly knowledge. Must be able to communicate clearly with guests, co-workers and management. Must be able to follow written/verbal instructions.
  • Reports to the Front End Managers. 

This job description is intended to illustrate the main duties and areas of responsibility of the Guest Relations Ambassador. It is not intended to be exhaustive and you are advised that the duties and responsibilities may change from time to time.

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