Assistant Client Care Manager

at  Larga Baffin

MINIMUM JOB REQUIREMENTS:

• Degree or an advanced degree in hospitality or a field related to the industry
• 2 to 3 years’ experience in a leadership position in which they are confident in leading and motivating a team
• Strong formal and informal leadership skills
• Sound analytical thinking, planning, prioritization, and execution skills
• Experience with coaching and employee development
• Demonstrated time management skills
• Ability to identify measures of performance and actions needed to improve or correct performance
• Quick thinking skills to use the best judgement in a fast-paced environment
• Independence to work alone without extensive direction
• Teamwork skills to collaborate and lead the client care team
• Strong interpersonal skills to create relationships with both clients and the team
• Strong written and verbal communication skills
• Ability to maneuver around the client care service area and keep these areas organized
• Naturally motivated and driven to achieve goals
• Ability to delegate, set expectations, and monitor progress of all direct reports
• Ability to remain calm and poised in urgent situations
• Beneficiary Status with the ability to speak Inuktitut preferred

KEY RESPONSIBILITIES:

• Passionate about leading and driving a client focused culture throughout your team to deepen client relationships
• Coach your team to success both on an individual basis as well as for Larga Baffin
• Results driven and highly engaged when dealing with clients and staff.
• Assisting the Manager in creating and regularly monitoring the operational budget
• Coaching, mentoring and motivating team members to help deliver exceptional customer service
• Acting as a liaison and partner between customers and the leadership teams
• Staying up to date with detailed knowledge on new and existing protocols and practices for Client Care
• Working with the leadership team to develop strategies and programs
• Able to handle various leadership tasks such as setting clear performance objectives and conducting performance reviews
• Create staff schedules and resolve employee conflicts
• Support the Manager with internal and external communications
• Able to manage relationships with clients on behalf of management
• Ensure all appropriate workplace regulations and legislation regarding health and safety, accommodation standards, and company policies and procedures are adhered to at all times
• Ensure the effectiveness of employees through strategic hiring, assignment of duties, discipline, and dismissal
• Ensure that all employees comply with company policies, procedures, and ethical standards
• Provide employee training, ensuring that all applicable compliance requirements are met
• Ensure the highest standards of personal hygiene and dress is enforced amongst all employees
• Ensure all guests are greeted and welcomed in a friendly manner and their questions are answered as required
• Attend to customer complaints in a professional manner when they are escalated to the management level