Customer Service Manager

3 weeks ago


Los Angeles, California, United States TPG Hotels Resorts and Marinas Full time
Job Summary

We are seeking an experienced Front Desk Supervisor to join our team at TPG Hotels Resorts and Marinas. As a key member of our front office team, you will be responsible for ensuring exceptional customer service delivery while providing leadership and guidance to our front desk staff.

Responsibilities:

  1. Guest Services:
  • Greet and welcome guests in a friendly and professional manner.
  • Assist guests with check-in and check-out procedures.
  • Handle guest complaints and concerns, ensuring prompt resolution.
  • Coordinate with other hotel departments to fulfill guest requests and special arrangements.
Staff Supervision:
  • Train and supervise front desk agents and other front office staff in partnership with the Front Office Manager.
  • Ensure staff adheres to dress code and grooming standards.
  • Address disciplinary issues as needed.
Problem Resolution:
  • Handle difficult or complex guest situations and escalate as necessary.
  • Ensure guest privacy and security protocols are followed.
  • Assist in implementing effective strategies to minimize guest complaints.
Training and Development:
  • Provide ongoing training to front office staff on guest service standards and procedures.
  • Foster a positive and collaborative work environment.
  • Assist in the onboarding and training of new employees.

Requirements:

  • High school diploma or equivalent (a bachelor's degree in hospitality management or a related field is preferred).
  • Previous experience in a front desk or guest service role, with at least 1-2 years of supervisory experience.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving abilities.
  • Knowledge of hotel management software and reservation systems.

Compensation:

$20.00 - $22.00 per hour, depending on experience.



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