Customer Service Manager

Job Description

Iririki Island Resort & Spa is seeking a suitable candidate to appoint for the position of CUSTOMER SERVICE MANAGER

Key Roles & Responsibilities:

- Lead, supervise, and motivate the customer service/front-of-house team.

- Responsible for maintaining good guest relations within the Resort.

- Respond to guests needs and anticipate their unstated issues

- Expect and react promptly to guests' requirements and inquires

- Actively listen and resolve guests' complaints

- Oversee and coordinate all arrivals and departures of special guests (VIPs, SAs etc)

- Formulate budgets and prepare monthly revenue/expense forecasts

- Maintain customer service/satisfaction standards; handle customer service issues;

- Ensure Daily postings and Direct billings are accurate and timely

- Ensure efficient cross training between Front Office and Reservations staffs.

- Ensure the Resorts pricing policies are adhered to

- Implement yield management principles to ensure the Resorts average room rate and occupancy levels are maintained at the highest possible levels

- Ensure Front Office is cleaned and maintained promptly and to the highest levels.

Organisation Description

Our Mission is to provide to all our guests an unparalleled experience by delivering exceptional service in an atmosphere of luxury, relaxation and respect for the environment, while at the same time providing our employees with exceptional training, a career path and job security.

Selection Criteria

Minimum of four years of hotel Front Desk Management experience, experience handling cash, accounting procedures, and general administrative tasks.

Knowledge of Room Master hotel system an advantage.