Customer Service Manager
4 days ago
A Duty Manager plays a crucial role in delivering exceptional guest experiences. Key responsibilities include:
- Oversight of the hotel lobby and public areas to ensure a warm welcome for guests.
- Engagement with guests to provide personalized assistance and resolve any issues promptly.
- Management of guest complaints, ensuring prompt resolution and follow-up to maintain high satisfaction levels.
- Coordinating services and facilities for long-stay guests, including VIPs and major corporate clients.
- Staying up-to-date with hotel products, services, policies, and emergency procedures to provide informed support.
- Monitoring guest satisfaction reports to identify areas for improvement and implement changes.
- Handling management issues and emergencies that arise, including conducting health and safety procedures as needed.
Requirements
To be successful in this role, you should possess:
- Previous supervisory experience in Front Office within the hotel/leisure/retail sector.
- Good knowledge of Health and Safety and security procedures.
- Calm and efficient work style, with the ability to thrive under pressure.
- Excellent leadership skills and exceptional communication abilities.
- A passion for delivering outstanding guest service.
- Strong commercial acumen, with experience in driving revenue growth in a competitive market.
- Experience in managing budgets, revenue proposals, and forecasting results in a similar-sized property.
Benefits
This role offers a unique opportunity to work for a leading hospitality company, with opportunities for career growth and development.
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