Senior Customer Service Manager

1 day ago

Isaac Regional, Australia beBeeHospitality Full time $60,000 - $80,000

Job Overview

This key role involves supporting and interacting with prominent clients. You will be responsible for the smooth operation of the Guest Services function, including customer service, reception, and back-of-house tasks such as high-volume data processing and group check-ins.

A major focus is assisting high-profile companies to manage their room allocations effectively, optimizing contracts and maximizing revenue. You will also supervise the work of Senior Guest Services Assistants and Guest Services Assistants.

Responsibilities

  • Manage the Guest Services team, ensuring efficient check-ins, check-outs, reservations, and fostering a culture of service excellence.
  • Develop rosters and staffing structures to ensure adequate coverage with appropriate skills.
  • Create meaningful objectives and KPIs for team members, aligned with company goals, and conduct performance appraisals.
  • Promote open communication across teams to ensure high standards of service.
  • Foster a safety culture through training and supervision in managing workplace risks.

Customer Relations

  • Maintain a professional, service-oriented hospitality culture.
  • Build strong relationships with clients, understanding their contractual requirements.
  • Ensure service levels exceed client expectations and assist in continuous process improvements.

Process Management

  • Implement reservation and allocation procedures effectively.
  • Monitor room allocations to optimize occupancy and revenue.
  • Manage workload and staffing to ensure timely processing of bookings and requests.
  • Ensure accurate reporting and perform front desk duties as needed.

Financial Oversight

  • Ensure compliance with credit policies and manage receivables.
  • Prepare accurate cash reports and facilitate audits.
  • Maintain reservation and billing data accuracy.

Qualifications & Experience

  • Grade 12 education or equivalent, with proficiency in English and numeracy skills.
  • Proficient in Microsoft Office and POS systems.
  • Experience with workplace health and safety in hospitality.
  • Knowledge of accommodation software (e.g., MICROS, RMS).

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