Job Description

Responsibilities:

\xc2\xb7 Implementation of the Commercial Strategy and Business development in its area of action to achieve sales and profit objectives, following the policies and strategies set-up by Newrest.

\xc2\xb7 Management of Customer account, point of contact of the Customer assigned by the Sales Director when the contract is awarded or during a tender process.

\xc2\xb7 Organization and business planning to identify priorities.

\xc2\xb7 Guarantee the provision of an excellent service to the Customers, applying the procedures and protocols of services designed by Newrest.

\xc2\xb7 Should prepare and keep update all the support documents of execution of a contract:

o Keep the flight program and service forecast per flight and per class updated.

o Prepare meals specifications with pictures, loading ratio charts and similar documents used in the different sections of the catering unit.

o Input all the data in Winrest IT system and train the Dispatch on the way to input daily figures and issue the delivery note.

o Liaise with the Executive Chef in order to get sure that all recipes are input in the system and link to all relevant services provided.

o Issue and distribute the list of specific instructions and relevant SOP\xe2\x80\x99s requested by the Customer and included in the Catering Agreement.

o Summarize the main points of the Catering Agreement and inform accordingly each department. o Keep the Customer operational manual always updated with tracking of changes communicated inside the unit in order to keep the relevant traceability on changes and updates.

\xc2\xb7 Monitor the communication with the Customer and inform the different departments of the catering unit of any change or updates.

\xc2\xb7 Monitor the customer complaints and send the feed-back to the Customers.

\xc2\xb7 Keep the price list updated and inform accordingly Finance Department about any change or update.

\xc2\xb7 Consolidate and keep the overview of the Customer performance.

\xc2\xb7 Inform the Commercial Department and Management of the unit and country of any issues, deviances, non-compliance and try to anticipate the problems.

\xc2\xb7 Update the Account PNL in cooperation with the Commercial Director in order to follow-up the profitability of the account, keep all financial data to build the budget with the Country Management Team.

\xc2\xb7 Meet with Stations Managers or Airline local Representatives on a regular basis in order to get the operational feed-back.

\xc2\xb7 Follow-up with the Airline Corporate contact (Performance Manager, Area Manager, etc\xe2\x80\xa6) any feed-back on the operations and service perception as well as on the day to day operations.

\xc2\xb7 Prepare marketing supports for any existing Customer visit (name of the customer on the welcome board, Newrest activity report booklet, presentation room with flowers, flag of the Airline, etc\xe2\x80\xa6, goodies and small gifts.

\xc2\xb7 Prepare a presentation of Newrest for new potential Customer jointly with the Commercial Director.

\xc2\xb7 Prepare food tasting (Chef Table) with Customer Representative as per Customer request.

\xc2\xb7 Get the training on use of Customer specific software (Air Vision, IFX, Skyscope, Colibri to give a few examples) all the specific web platforms used by some Airlines to follow & monitor operations with access to instructions and train some key staff of Dispatch, Finance Department (Invoicing), Production, Equipment Control, etc\xe2\x80\xa6

\xc2\xb7 Liaise with Airlines representatives if issues on these web platforms or if issues on data access (catering order, last minute orders, equipment push orders, inventories, etc\xe2\x80\xa6).

\xc2\xb7 Manage customer complaints efficiently and reactively (investigation of the problem, discussion with the operational staff, corrective actions, reporting, response to the Customer).

\xc2\xb7 Assist the Quality Assurance Department prior to the audits & attend the client quality audits.

\xc2\xb7 Monitor on a random basis some spot checks during the production process to be sure that all specific Customer\xe2\x80\x99s requirements are implemented, understood and get any feed-back in case of problems.

\xc2\xb7 Ensure and centralize an efficient external / internal operational communication between the unit and the clients.

\xc2\xb7 Control & supervise flight reports & corrective responses: provide acknowledge receipt within 24h00 and get sure that relevant feedback is sent to the Customer within 72h00.

\xc2\xb7 Ensure that invoicing process is accurate and that all relevant information regarding price change, adjustments, invoicing details, payments terms are up to date an communicated with anticipation.

\xc2\xb7 Participate in daily operational unit meetings.

\xc2\xb7 Collect all information about all Airport activity, new airline planning to start operating, opening of a new lounge, opportunity of retail business at the airport, all relevant information about new development that the CSR will forward to the Commercial Director.

\xc2\xb7 Liaise with the Sales Director and the Global Account Director for any communication/information regarding any incidences (aircraft delay, serious discrepancy), change of interlocutors, Customer projects developed locally, changes planned. That communication with the matrix organization is very important in order to keep the capacity of reaction which makes the reputation of our company and keep a good knowledge of how the business is moving. That will also help our board of Directors to make some relevant strategic decision.

The CSR should have all the key information updated and should be the one to whom any person within Newrest Toronto organization will refer for any question regarding the Customer Agreement requirements, modifications and updates, dead-lines, standard formats, SOP\xe2\x80\x99s, contractual terms, etc\xe2\x80\xa6 and he will be the one who guarantee that all the key members of the structure are aware and have all the relevant information for the good execution of the contract.

PROFILE:

\xc2\xb7 Prior experience in hospitality, airline industry or aviation related is required.

\xc2\xb7 Excellent interpersonal skills, professional physical appearance, good communication skills over the phone.

\xc2\xb7 Strong client relationship abilities, strong commitment.

\xc2\xb7 Experience in business relationship & client partnerships.

\xc2\xb7 Experience in inflight catering is an asset.

\xc2\xb7 Any additional language skills highly appreciated.

\xc2\xb7 Be able to handle pressure in a fast paced environment.

\xc2\xb7 College diploma or bachelor in management / business / hospitality / marketing is an asset.

\xc2\xb7 Methodic and organized.

\xc2\xb7 Leadership.

\xc2\xb7 Excel and finance knowledge.

\xc2\xb7 Valid driving license required.

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