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Customer Service Manager

2 weeks ago

Lane Cove, Australia Laundy Hotels Full time

Opportunity to work in a dynamic and rewarding environment
- Supervise and support a high performing team
- Develop your career in the hospitality industry

**WHY LAUNDY HOTELS?**
Laundy Hotels are a fourth-generation hospitality group, priding itself on exceptional customer service and community engagement.

The Laundy’s learned hospitality the old-fashioned way. We encourage an innovative and creative mindset, that can be translated into both our people and those we service. Our dedication to seeing our team members grow and flourish in their careers is at the core of what we do - all whilst delivering an exceptional customer experience to our communities.

Our growing portfolio sees over 40 diverse venues, spanning across Sydney and regional New South Wales.

**THE OPPORTUNITY**
Reporting to the Head of Sales & Events, as the Customer Service Manager at Laundy Hotels you are responsible for, but not limited to:

- Oversee the day-to-day operations of the call centre team, ensuring high levels of customer satisfaction and service excellence.
- Implementation and execution of reservation promotions.
- Responsible for the recruitment, training, and development of Reservations team members.
- Work closely with Operations, Sales and Marketing teams to fully implement initiatives and actively provide input for unexpected booking trends.
- Act as the main contact of SevenRooms.
- Accurate, relevant and timely reporting and dissemination to relevant stakeholders.
- Ability to interpret reporting and an understanding of how their role proactively impacts the financial performance of the department.
- Manage the Reservations roster to ensure the department is manned 7 days a week.

**WHO ARE YOU**
As a driven, passionate and focused individual you will possess the following attributes and skills:

- Excellent communication and interpersonal skills, with the ability to interact effectively with customers and team members at all levels.
- Analytical skills with a focus on attention to detail.
- Customer service background with experience leading a team.
- Be playful and vibrant in a fast-paced environment with strong interpersonal and leadership skills.
- You are an inspirational motivator and who is rewarded by results.
- High level of computer literacy - competency with SevenRooms and Ivvy highly regarded.
- Can-do attitude, with outstanding relationship building skills and a passion to deliver exceptional customer service in creating unforgettable experiences for our guests.
- Excellent personal presentation.
- Hospitality experience highly advantageous.