Customer Service Manager

This position is available
to foreigners.

JOB SUMMARY

Entry level management
position that is responsible for leading and assisting with the successful
completion of daily shift requirements. Front office areas include Bell/Door
Staff, Switchboard and Guest Services/Front Desk. Strives to ensure guest
and employee satisfaction and achieve the operating budget. Assists
in completing financial and administrative responsibilities.

CANDIDATE PROFILE

Education
and Experience

• 2 years experience in the guest services, front
desk, or related professional area.

OR

• 2-year degree from
an accredited university in Hotel and Restaurant Management, Hospitality,
Business Administration, or related major.

CORE WORK
ACTIVITIES

Supporting Management of Front Desk 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 building mutual trust, respect, and cooperation among team members.

•
Serves as a role model to demonstrate appropriate behaviors.

•
Understands employee positions well enough to perform duties in employees'
absence.

• Handles employee questions and concerns.

• Supports all
areas of the Front Office in the absence of the Front Office or Front Desk
Manager.

• Supports daily Front Desk shift operations.

Supporting Progress Toward Guest Services and Front Desk
Goals

• Supports day-to-day operations, ensuring the quality,
standards and meeting the expectations of the customers on a daily basis.

• Develops specific goals and plans to prioritize, organize, and accomplish
your work.

• Handles complaints, settling disputes, and resolving
grievances and conflicts, or otherwise negotiating with others.

•
Participates in department meetings and continually communicates a clear
and consistent message regarding the Front Desk goals to produce desired
results.

• Strives to improve service performance.

• Observes
staffing levels to ensure that guest service, operational needs and financial
objectives are met.

• Supports training of staff on adherence to all
credit policies and procedures to reduce bad debts and rebates.

•
Supports same day selling procedures to maximize room revenue and property
occupancy.

• Understands the impact of Front Desk operations on
the overall property financial goals and objectives.

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.

• Sets a positive example for guest relations.

•
Encourages employees to provide excellent customer service within
guidelines.

• Handles guest problems and complaints seeking assistance
from supervisor as necessary.

• Interacts with guests to obtain feedback
on product quality and service levels.

Supporting
Projects and Policies

• Supports implementation of customer
recognition/service programs, communicating and ensuring the process.

•
Assists in the review of comment cards and guest satisfaction results
with employees.

• Ensures employees have the proper supplies
and uniforms.

• Assists in the use of a guest information tracking system
to ensure that a successful repeat guest recognition program is in use
to recognize guest preferences and aid in problem resolution.

Supporting Handling of 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.

• Provides feedback to individuals
based on observation of service behaviors.

• Participates in an ongoing
employee recognition program.

• Supports training when appropriate.

• Participates in the employee performance appraisal process.

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.

• Informs and/or updating
the executives, the peers and the subordinates on relevant information in
a timely manner.

• Performs all duties at the Front Desk
as necessary.

• Understands the functions of the Bell Staff, Switchboard
and Concierge/Guest Services operations.

• Complies with loss prevention
policies and procedures.