Customer Service Manager

Customer Service Manager

JOB SUMMARY
Responsible for all front office functions and staff. Areas of responsibility include Therapists-Wellness Center, Shuttles,Tours, Guest Services/Front Desk and Retail/Gift Shop, as applicable. As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.

CANDIDATE PROFILE

Education and Experience
– High School Diploma required, advanced degree in hospitality related field preferred
– 2 years of previous front desk manager or front desk supervisor experience is preferred
– Excellent leadership, management, and team building skills
– Must have strong verbal and written communication skills
– Proficient computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel)
– Ability to multitask, prioritize, and manage time

CORE WORK ACTIVITIES

Leading Guest Services Team
Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
Encourages and builds mutual trust, respect, and cooperation among team members.
Serves as a role model to demonstrate appropriate behaviors.
Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees’ absence.
Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
Maintaining Guest Services and Front Desk Goals.
Develops specific goals and plans to prioritize, organize, and accomplish your work.
Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
Understands the impact of Front Office operations on the Rooms area and overall property financial goals.
Manages department controllable expenses to achieve or exceed budgeted goals.
Managing Projects and Policies.
Ensuring Exceptional Customer Service.
Provides services that are above and beyond for customer satisfaction and retention.
Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees’ absence.
Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
Responds to and handles guest problems and complaints.
Managing and Conducting Human Resource Activities:
Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
Ensures employees are treated fairly and equitably.
Manages employee progressive discipline procedures for Front Office Staff.
Administers the performance appraisal process for direct report managers.
Interviews hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.

Additional Responsibilities:
Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person
Analyzes information and evaluating results to choose the best solution and solve problems.
Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent re-occurrence.

APPLY HERE
Please apply by sending your curriculum to [email protected] or fill out the form below.

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