OVERVIEW
A top rating hotel setting up a branch here in Ghana is looking to hire a Descent Service Manager to work with. You will be responsible for managing the hotel while providing outstanding customer service by leading and motivating your team and developing loyalty programs to increase customer satisfaction.
WHAT YOU WILL DO
- Anticipate service associated needs using proper leadership techniques and proven problem-solving methods
- Have a full working knowledge of the service associate handbook to respond to every customer and service associate inquiry
- Develop a standard operating procedure handbook and a marketable service catalog for customers
- Manage all external service providers and review yearly contracts as needed to be able to maximize profitability
- Monitor top tier customer problems to ensure a high level of response time and proper problem resolutions
- Keep accurate records and document customer service actions and discussions
- Analyse statistics and compile accurate reports
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
- Keep ahead of industry’s developments and apply best practices to areas of improvement
REQUIRED QUALIFICATIONS, SKILLS AND COMPETENCES
- Minimum of a degree in Hotel Management/ Business Administration
- Excellent knowledge of management methods and techniques
- Proficiency in English
- Proficiency in Microsoft Office Suite especially Excel
- Awareness of industry’s latest technology trends and applications
- Ability to think strategically and to lead
- Must be an excellent communicator and speaker both online in written interactions, and face-to-face customer service interactions
- Demonstrated ability and proven track record of effective marketing campaigns and employee management
WHAT WE CAN OFFER YOU
- Starting NET salary of GHC2,000
- Location: East Legon