Customer Service Manager

6 days ago

Aberdeen, Aberdeen City, United Kingdom RBH Management Full time

About the Role:

The Front Office Manager will be responsible for leading the Front Office operation, ensuring the delivery of an exceptional guest experience and achieving the best revenue streams. This includes overseeing payroll, recruitment, and the continual development of the front office team, as well as managing and motivating the team to provide a high standard of service for customers.

Key Responsibilities:

  • Manage and motivate the Front Office team to provide a high standard of service for customers.
  • Oversee payroll, recruitment, and the continual development of the front office team.
  • Responsible for managing staffing schedules, shift changes, and payroll.
  • Responsible for scheduling front desk meetings to identify and resolve operational issues, accounting variances, and housekeeping discrepancies.
  • Stay current with all hotel services as well as VIP requests and special events.
  • Project a professional manner with an emphasis on hospitality and Guest service.
  • Ensure the department delivers a consistently high standard of guest service.
  • Supervision of hotels guest feedback portals including direct correspondence, SALT, and 3rd party internet review sites.
  • Compiling regular updates on guest feedback to Hotels Senior Management Team.
  • Responsible for day-to-day queries, complaints, and issues that arise in the hotel.
  • Ensure reasonable care is taken for the Health and Safety of yourself, team members, guests, and contractors in the hotel premises.
  • Proactively seek opportunities and ways to maximise revenue and develop service delivery.
  • Ensure that the hotels most valued guests receive the levels of service expected within the lounge.

About the Benefits:

  • Discounted hotel room rates for you and your friends and family.
  • Extra days holiday for your birthday.
  • Flexible working arrangements.
  • Pension.
  • Free meals on duty saving you over £1000 per year.
  • Free Gym and Pool Facilities - help you save some extra £££.
  • Live in Available to get you started.

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