Customer Service Operations Specialist

3 days ago

Pune, Maharashtra, India beBeeCustomer Full time ₹ 1,04,000 - ₹ 1,30,878

Front Office Operations Assistant

  • This role supports the front office manager in overseeing daily operations and staff supervision.
  • Responsibilities include managing guest and employee satisfaction, supervising front desk staff, and maintaining departmental financial performance.

Candidate Requirements:

  • Education and Experience:
  • High school diploma or equivalent + 2 years of experience in guest services, front desk, or a related field OR 2-year degree in Hospitality, Business Administration, or a related major (no work experience required).

Core Responsibilities:

  1. Supporting Management of Front Desk Team:
    1. Utilize effective communication and interpersonal skills to lead and motivate team members.
    2. Establish trust and respect among team members through collaborative relationships.
    3. Supervise and manage employees effectively.
    4. Manage day-to-day operations and perform duties in employee absence.
    5. Recognize and reward employee contributions on all shifts.
    6. Build open and collaborative relationships with employees.
  2. Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals:
    1. Oversee daily operations to ensure quality and meet customer expectations.
    2. Develop specific goals and plans to prioritize tasks and accomplish objectives.
    3. Effectively handle complaints, disputes, and conflicts, resolving issues promptly.
    4. Collaborate with the front office manager to improve departmental service standards.
    5. Communicate clear messages about front office goals to achieve desired results.
    6. Participate in corrective action plans based on guest satisfaction results.
    7. Emphasize guest satisfaction in all departmental meetings.
  3. Ensuring Exceptional Customer Service:
    1. Deliver exceptional customer experiences that drive satisfaction and retention.
    2. Communicate and assist guests to understand their needs and preferences.
    3. Serve as a role model, setting a positive example for guest relations.
    4. Empower employees to deliver outstanding customer service.
    5. Regularly interact with customers to obtain feedback on service levels and overall satisfaction.
    6. Handle guest problems and complaints professionally.
  4. Managing Projects and Policies:
    1. Implement recognition programs to enhance customer loyalty.
    2. Ensure adherence to front office policies, standards, and procedures.
    3. Monitor credit policy compliance to minimize bad debts and rebates.

Additional Responsibilities:

  • Provide information to supervisors, coworkers, and subordinates as needed.
  • Analyze data and evaluate results to solve problems effectively.
  • Communicate critical information to front office staff and update on relevant information.
  • Function in place of the front office manager in their absence.
  • Participate in department meetings and contribute to discussions.

Additional Information:

  • Our organization values diversity, inclusion, and non-discrimination practices.

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