Customer Service Manager Role
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We are seeking a highly skilled Customer Service Manager to join our team on a full-time basis. The successful candidate will be responsible for managing the Front Office operations across reception, guest relations, and reservations during their shift, while creating memorable experiences for our guests.
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The key responsibilities of this role include:
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* Ensuring the smooth day-to-day running of the hotel, maintaining our reputation as a market leader in individualised customer-focused service;
* Ensuring the hotel meets or exceeds its key performance indicators (KPIs) related to RPS, NPS, Loyalty, and room upselling;
* Monitoring all Very Important People (VIPs), special guests and their requests to ensure their needs are met and loyalty is maintained.
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Required Skills and Qualifications
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To be successful in this role, you will need to have:
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* Hotel Front Office Experience: Proven prior experience in a Front Office leadership capacity;
* Strong Leadership and Communication Skills: Effective leadership abilities, collaborative teamwork, and excellent communication skills in English, with additional languages being a benefit;
* Problem-Solving Skills: Ability to think critically and find solutions with a guest-focused approach, creating memorable experiences for our guests;
* Local Knowledge: Strong understanding of Brisbane, particularly South Brisbane, and ability to recommend attractions and activities;
* Flexible Availability: You will be required to work a range of shifts including mornings, nights, weekends, and public holidays when required.
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Benefits
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As a valued member of our team, you can expect:
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* A competitive salary and benefits package;
* Opportunities for career development and growth within the company;
* An inclusive and supportive work environment;
* Access to training and development programs to enhance your skills and knowledge.
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Why Work for Us?
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We offer a unique opportunity to work in a dynamic and fast-paced environment, where no two days are ever the same. Our team is passionate about delivering exceptional customer service and we are committed to providing a positive and inclusive work environment for all employees.