HRchannels Group - Headhunter Vietnam tuyển dụng mới nhất

Customer Service Manager (Hospitality)

Job Detail

  • Offerd Salary (USD) Login to view salary
  • Career Level Manager
  • Experience 5-7 Years
  • Gender Male/Female
  • Sector Hanoi, Hai Phong, Quang Ninh
  • Industry Customer Service, Tourism/Hotel/Airline, Consulting

Job Description

Our client is a foreign-invested company, now looking for a Customer Service Manager (Hospitality, $1600, ID16772)
  • Lead and manage the customer service department, overseeing a team of customer service agents and front-line staff.
  • Develop, implement, and maintain customer service standards and procedures to ensure a consistently high level of guest satisfaction.
  • Train, mentor, and develop the customer service team to improve their performance and provide exceptional service to guests.
  • Handle guest inquiries, complaints, and feedback efficiently and professionally, ensuring timely resolution and customer satisfaction.
  • Work closely with other departments (e.g., Front Desk, Housekeeping, F&B) to ensure seamless guest experiences and effective communication.
  • Monitor guest feedback, analyze trends, and proactively implement improvements based on customer suggestions and needs.
  • Ensure compliance with hotel policies and standards, providing guidance on handling special requests, complaints, and service recovery.
  • Develop and manage guest satisfaction metrics, including Net Promoter Scores (NPS), customer feedback surveys, and other performance indicators.
  • Coordinate and lead daily briefings and team meetings to ensure alignment on guest service goals and operational priorities.
  • Stay updated on industry trends and best practices in customer service to maintain the hotel’s competitive edge in hospitality excellence.
  • Manage customer service-related budgets and resources effectively to ensure departmental efficiency.
  • Build and maintain strong relationships with repeat guests, VIPs, and key clients, providing personalized services to enhance guest loyalty.
  • Oversee the complaint escalation process, ensuring that any unresolved issues are handled promptly by senior management when needed.

Requirement

  • Male/Female. Under 40 years old
  • Graduated from college in related major.
  • At last 5 years experience in hotel coordination, gate control
  • Good at English

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