MAKE YOUR IMPACT Impact Kitchen is on a mission to empower our community to eat healthy, nutritionally-dense foods with a focus on quality and sustainability. We know that what you eat matters, and we seek to make an impact by choosing local, ethically-sourced ingredients that will nourish you and help you thrive everyday. Founded in 2015, Impact Kitchen is the brainchild of personal trainer and nutrition expert, Josh Broun, and Frank Toskan (co-founder of M
- A
- C Cosmetics). In addition to our multiple restaurants located within Toronto’s core, Impact Kitchen fuels many of the city's major sports teams and top athletes through our catering and culinary programs and partnerships. GUEST EXPERIENCE & CATERING COORDINATOR The Guest Experience & Catering Coordinator at Impact Kitchen is a pivotal role responsible for managing all guest feedback, nurturing existing guest relationships, assisting in managing internal catering operations, and maximizing Impact Catering revenue. This position is dedicated to delivering exceptional guest experiences, optimizing new and repeat business, and ensuring seamless execution of catering orders and events. WORKING ENVIRONMENT The Guest Experience & Catering Coordinator will spend key strategic time in our restaurants interacting with our teams and ensuring the broad Impact Kitchen ecosystem is set up for success. This key contributor to team Impact will work 40 hours per week on a full-time basis. Ability to travel to our restaurants and throughout Toronto’s core is a must for success in this role. COMPENSATION The Guest Experience & Catering Coordinator is entitled to an annual salary of $50,000 per year, bonus opportunity, 2 weeks of vacation, benefits, a 50% discount on Impact Kitchen products and a meal allowance to keep you fueled up while you work. TEAM & DEPARTMENT The Guest Experience & Catering Coordinator reports to Impact Kitchen’s Guest Experience & Catering Manager and is a member of the Marketing & Partnerships team. This individual is a key member of the Impact Kitchen team and supports business development by engaging our community. CORE RESPONSIBILITIES Catering Operations and Execution: Oversee the internal and external execution of all Impact Catering orders including: Order intake
- Manage all inbound Impact Catering requests by promptly responding to inquiries and providing above & beyond service to each client. Order formulation
- Craft all Catering quotes and order details to meet client requests. Order confirmation
- Facilitate and confirm client orders and payments in a timely manner. Order facilitation
- Communicate all orders with Impact Kitchen Operations & Commissary teams as applicable, while keeping the Catering Calendar up to date to ensure optimal execution. Order fulfillment
- Support the Partnerships team with delivery of Catering client orders on a daily basis. Order feedback
- Distribute Catering Feedback Survey to all clients in a timely manner.
Cultivate and nurture existing Catering client relationships through attentive and personalized service. Support with coordination and execution of catering-focused events to showcase Impact Kitchen's offerings. Manage and update the Impact Catering Portal, ensuring accurate and appealing catering content and new menu item implementation. Innovate initiatives to enhance the Impact Catering client journey from order placement to delivery. Solicit and action ongoing client feedback from Catering clients to enhance satisfaction.
Guest Inquiry Process Management
Lead the day-to-day management of all guest inquiries across all feedback channels including Ovation, Orders Inbox, Google Reviews, Yelp etc. Manage the end-to-end guest inquiry process, including resolving all complaints and notifying all relevant internal stakeholders. Respond to all Google Reviews with personalized responses in a timely manner and in real-time when possible. Respond to all incoming Ovation inquiries in a timely manner and in real-time when possible. Respond to all guest inquiries or complaints within 24 hours, and process all necessary refunds in a timely manner.
Measuring Success: Meet targets for key KPIs including catering net sales, repeat catering client count, Catering client feedback scores, and timeliness scores on Ovation. QUALIFICATIONS 1-2+ years of relevant customer service or guest experience required Strong written and verbal communication skills Exceptional time management and organizational skills with the ability to multitask when required G driver's license with a clean driving record is an asset but not required Able to work in both a standing and seated position for extended periods of time INCLUSIVITY AT IMPACT Impact Kitchen feeds a diverse community and is made stronger by our diverse team. We welcome and encourage applications from everyone regardless of which groups you may or may not identify with – together we can make an incredible impact together.
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