Come and add your customer service expertise and management skills to our great team.The Customer Service Manager (Operations) is responsible for leading the Customer Service team in the day-to-day running of the front desks for Village Accommodation Group's Wellington properties.
Working closely with the Customer Service Manager (Reservations) and all departments as the central hub, this position and running of the department is integral to ensure that a consistent and high level of service and standards is delivered to our valued customers.Our ideal candidate will have:Strong experience in a hotel/apartment front office environmentAble to lead by example and motivate the teamExcellent communication skillsAbility to work under pressureSound integrity and decision-making skillsExperience with property management systemsDetail-orientedAble to work unsupervisedPositive, team-focused attitudeBrief summary of your responsibilities:Create and maintain strong relationships with customers, team members, and suppliers/contractors, providing professional, positive, and customer-focused communications.Complete all daily tasks as per checklists and adhere to procedures and policies as stated in the Procedures Manual.Maintain ongoing administrative reporting, team communications, and outcomes from all customer inquiries and bookings in accordance with Village Policy and Procedures.Manage and monitor all administration/accounts procedures for the Customer Service Team, including End of Month reporting, Daily Banking, Weekly Rostering, to ensure they are completed in an accurate and timely manner.Ensure records of customer information, bookings, inquiries, and payments are kept up to date and correct within the property management system, working closely with the Customer Service Manager (Reservations).
Store confidential information on each customer appropriately and ensure it is readily available if needed.
Ensure the safe keeping of all Village Accommodation Group data as well as all guest and company/agent information, to meet company and legislative requirements.Ensure reception areas are kept presentable, clean, and orderly.Handle any customer concerns quickly to ensure the best possible outcome for the guest and business, taking ownership and responsibility to resolve, as the first point of contact for Village.Ensure the Village Accommodation Group customer service team members are inducted, trained, mentored, and developed in accordance with Village Accommodation Group Policy, Procedures, and beliefs.Ensure the Customer Service Village Accommodation Procedure Manual is constantly reviewed and updated where necessary.Ideally you will have:2-5 years working in a management or senior role within the accommodation sector.3-5 years' experience in a commercial accommodation environment.Ability to effectively manage time and prioritize.Good problem-solving skills and experience.Do you have what it takes to shine in this role?
If so, we'd love to meet with you to discuss this opportunity further.How do your skills match this job?Sign in and update your profile to get insights.Your application will include the following questions:Which of the following statements best describes your right to work in New Zealand?How many years' experience do you have as a customer services manager?Do you have experience preparing work rosters?How would you rate your English language skills?Which of the following property management systems (PMS) do you have experience with?
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