Job Detail
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Offerd Salary (USD) Login to view salary
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Career Level Manager
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Experience 5-7 Years
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Gender Male/Female
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Sector Hanoi, Hai Phong, Quang Ninh
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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
Keywords
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