Customer Service Manager

1 month ago

Manly, Australia M GALLERY Full time
Job Description

  • Permanent full-time position
  • 38 hours per week
  • Salary $73,150 to $80,000 per year plus superannuation

What you will be doing:

  • Supervision, support and training of Reservations Team Members to ensure standards and procedures are observed to provide a consistent, high level of service for all guest contact
  • Implementing and reviewing revenue strategies, including rate and inventory management.
  • Work closely with property Director of Revenue, Director of Conference and Events, Director of Sales and Marketing and regional teams on all aspects of revenue maximization across all distribution channels in Rooms, Conferencing and Food and Beverage.
  • Ensuring compliance with occupational health and safety regulations.
  • Coordinate bookings at the hotel, attempting to fulfil client requests and special needs where possible
  • Directing and overseeing both FIT and Groups reservations activities, ensuring all guests details are entered correctly and guests' privacy are protected
  • Developing and reviewing policies, programs and procedures concerning customer relations and goods and services provided
  • Ensuring operational efficiency within Reservation and Front Office team
  • Providing direction and feedback to team members and assisting with recruitment
  • Managing, motivating and developing staff providing customer services
  • Planning and implementing after-sales services to follow up customer satisfaction, ensure performance of goods purchased, and modify and improve services provided
  • Liaising with other organisational units, service agents and customers to identify and respond to customer expectations

Qualifications

SKILLS REQUIRED:

The successful applicant will need to be a qualified Customer Service Manager, hold Diploma in Hospitality Management or Business and have a minimum of 2 years’ work experience as a professional customer service manager. Being multi-lingual is an advantage.



Additional Information

What’s in it for you:

  • Work in front of the iconic Manly Beach
  • Benefits Your Way - Great team member benefits (up to 70% off for you to live it up across all Accor Properties & Restaurants) 
  • Employee Assistant Program, Birthday day off, discounted gym membership and much more 
  • Work Your Way - We adjust to your lifestyle 
  • Dry-cleaning on us: you won’t need to worry about ironing and/or washing your uniform on your days off, we encourage you to embrace life instead

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