Customer Service Leadership Role

5 days ago

Bengaluru, Karnataka, India beBeeCustomer Full time US$ 90,000 - US$ 1,20,000

As a Customer Experience Director, you will oversee the customer service team which is the main connection between customers and the hotel.

  • Manage the entire customer service operation to maintain high standards
  • Evaluate customer satisfaction levels and monitor trends, with a focus on continuous improvement
  • Ensure regular and VIP customers are recognised and that the customer service department operates with a sales attitude and promotes loyalty schemes
  • Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
  • Set objectives, work schedules, budgets, policies, and procedures for the customer service team
  • Monitor the appearance, standards, and performance of the team members with an emphasis on training and teamwork
  • Ensure team members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
  • Maintain good communication and working relationships with all hotel departments
  • Monitor staffing levels to meet business demands
  • Conduct monthly meetings and produce minutes
  • Manage staff performance issues in compliance with company policies and procedures
  • Recruit, manage, train and develop the customer service team
  • Comply with hotel security, fire regulations and all health and safety legislation
  • Act in accordance with policies and procedures when working with front of house equipment and property management systems
  • Assist with other departments as necessary

We are looking for a skilled and experienced individual who can lead our customer service team.

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