Customer Service Director

5 days ago

Columbus, Ohio, United States Innvite Hospitality Full time
Job Summary

We are seeking a seasoned Customer Service Director to oversee the daily operations of our front desk team at InnVite Hospitality Group. The ideal candidate will have a strong background in customer service and experience in managing a team.

Key Responsibilities:

  • Train and develop front office staff, including night audit personnel.
  • Schedule front office staff effectively to ensure seamless service delivery.
  • Assist the General Manager with special projects and assignments as needed.
  • Ensure that front office staff is knowledgeable about procedures, policies, and safety requirements.
  • Participate in yield management and rate analysis, assisting the General Manager in monitoring this process.
  • Manage group bookings, following up on cut-offs and rooming lists. Inform the General Manager of any issues or concerns.
  • Book groups into the hotel upon inquiry.
  • Review audit packs and make deposits in the General Manager's absence.
  • Maintain open communication between front desk staff, housekeeping, and maintenance to ensure rooms are clean and ready for rent each day.
  • Inspect rooms regularly with the General Manager and head housekeeper.
  • Work evening shifts and busy periods as the primary agent and secondary assistant as directed by the General Manager.
  • Attend department meetings.
  • Perform other tasks as indicated in the Front Desk Associate job description.
  • Present a professional attitude to all guests, vendors, and associates at all times.

Requirements:

  • Bachelor's degree in hospitality, business, or a related field.
  • Minimum 3 years of experience in customer service and team management.
  • Excellent communication and problem-solving skills.
  • Able to work independently and as part of a team.
  • Familiarity with yield management and rate analysis.
  • Ability to multitask and prioritize duties.
  • Knowledge of front office software and systems.

Compensation:

The estimated salary for this position is $55,000 - $65,000 per year, depending on experience. Additionally, we offer a comprehensive benefits package, including health insurance, retirement plan, and paid time off.

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