Front Desk Manager/Customer Service Manager at American Income Division of Globe Life - Rodney Jones

Rancho Murieta, California, United States -

Full Time

Start Date

Immediate

Expiry Date

11 Apr, 26

Salary

0.0

Posted On

11 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Leadership, Communication, Interpersonal Skills, Problem Resolution, Team Management, Property Management Systems, Reservation Software, CRM Tools, Training Programs, Multilingual Abilities, Operational Efficiency, Health Regulations, Safety Regulations

Industry

Description

About the Role: The Front Desk Manager/Customer Service Manager plays a pivotal role in ensuring exceptional guest experiences within the accommodation and food services industry. This position is responsible for overseeing the front desk operations, managing customer service teams, and maintaining smooth communication between guests and internal departments. The manager will lead efforts to resolve guest concerns promptly and efficiently, fostering a welcoming and professional environment. By implementing effective service standards and training programs, the role aims to enhance customer satisfaction and loyalty. Ultimately, this position drives operational excellence and contributes to the overall success and reputation of the establishment. Minimum Qualifications: * High school diploma or equivalent; associate or bachelor’s degree in hospitality management or related field preferred. * Minimum of 3 years experience in front desk operations or customer service within the hospitality industry. * Proven leadership experience managing a team in a fast-paced service environment. * Strong knowledge of property management systems and reservation software. * Excellent communication and interpersonal skills. Preferred Qualifications: * Bachelor’s degree in hospitality management, business administration, or a related field. * Experience with customer relationship management (CRM) tools and advanced booking platforms. * Certification in hospitality management or customer service excellence. * Multilingual abilities to assist a diverse guest population. * Demonstrated success in implementing customer service training programs. Responsibilities: * Supervise and coordinate daily front desk activities to ensure efficient and courteous service delivery. * Manage and train front desk and customer service staff to uphold high standards of guest interaction and problem resolution. * Handle guest inquiries, complaints, and special requests promptly and professionally to maintain guest satisfaction. * Collaborate with housekeeping, maintenance, and food service departments to ensure seamless guest experiences. * Monitor and maintain accurate records of reservations, billing, and guest information using property management systems. * Develop and implement customer service policies and procedures to improve operational efficiency. * Prepare reports on guest feedback, staff performance, and operational issues for senior management review. * Ensure compliance with health, safety, and security regulations at the front desk area. Skills: The required skills are utilized daily to manage front desk operations efficiently and to lead the customer service team in delivering outstanding guest experiences. Strong communication skills enable the manager to interact effectively with guests, staff, and other departments, ensuring clear and professional exchanges. Leadership and team management skills are essential for motivating staff, resolving conflicts, and maintaining high service standards. Proficiency with property management and reservation systems allows for accurate handling of bookings, billing, and guest information. Preferred skills such as multilingual abilities and CRM expertise further enhance the manager’s capacity to serve a diverse clientele and implement strategic customer service improvements.

Responsibilities

The Front Desk Manager/Customer Service Manager supervises daily front desk activities and manages customer service staff to ensure high standards of guest interaction. They handle guest inquiries and collaborate with various departments to maintain seamless guest experiences.