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Job Description
- Provides leadership and support for the Customer Service team members.
- Ensures that service standards, policies and procedures are properly adhered to.
- Maintains positive morale among team members at all times and maximizes a positive guest experience.
- Responds quickly to guest requests or complaints in a friendly manner and appropriate action is taken with follow-up to ensure guest expectations have been exceeded.
- Monitors Customer service levels through daily customers feedback and by reviewing comment card results and takes action as required
- Ensures that the Customer Service/ Call center teams have the latest changes or information to pass on to the Guest , and be able to answer any questions they may have
- Trains and develops personnel to meet expected customer service levels if needed.
Job Requirements
- Minimum 7 years working experience in Hospitality background (Hotels, Malls etc)
- Thorough knowledge of Customer Relationship Management practices, policies, and guidelines.
- Effective negotiating skills as applied to resolution of service issues.
- Previous guest service experience preferred.
- Ability to identify and solve operational problems.
- Excellent written and oral communication skills required.
- Strong leadership skills and interpersonal communication skills.
