Customer Care Manager

2 months ago

Toronto, Canada Chelsea Hotel Full time

Job Summary
The Customer Care Manager ensures that the customer services function (both external and internal) operates effectively and that the activities are aligned to departmental and Hotel objectives. Provides guidance and supervision to Communications and Customer Care Centre colleagues to ensure the full implementation of the customer services strategy across the business, including acting as c hampion for the Stay Please and Fetch programs, including implementation and on-going operation. To ensure that all customer enquiries received through these channels are satisfactorily managed, resolved and closed within agreed timescales. Create and sustain a positive team environment displaying high levels of motivation and excellent team spirit. Participate and contribute to relevant management meetings. Promote effective and timely communication throughout all levels of the customer services function.
Supervises and ensures training of all communications staff (Communications & Customer Care Centre).
To ensure staffing levels are monitored on a daily basis and that they are in accordance with business demands within the framework of the approved budget and service expectations; maintains payroll information.
Direct, coach and manage communication services team to ensure all standards and operating procedures are followed.
Identifies and resolves communication problems.
Conduct annual PRIDE reviews and monitors colleague work performance.
Monitor requests into Stay Please database and follow up with guests, as required, to ensure request is satisfied.
Ensure guest profiles are entered in Stay Please and understand the integration between Stay Please and the Property Management System.
Ensures timely and efficient response to guests’ needs, complaints and problems and monitors corrective action for identified difficulties.
Ensures timely and appropriate communications between security, engineering, Emergency Retirement Team and MOD in emergency and non-emergency situations.
Ensures that emergency procedures are followed in accordance with the Crisis Management Plan.
Prepares daily, weekly, month end reports and communicates to stakeholders, including daily statistical reports.
Stay informed of all relevant information that is communicated from guests and follows up with guest contact where required.
Liaise with Assistant Director, Organizational Development and the Guest Experience Specialist for the purpose of monitoring concerns of external guests and identifying root cause of expressed concerns.
Ensures telecommunications requests resolved.
Ensures that guest telephone equipment requests are installed.
Prepares a staff telephone directory
Maintains supplies for the Department.
Requirement
- **_Working Experience_**
**_ _**
- Ø Minimum of 5 years’ proven experience within a busy customer service environment, of which 3 years should be at senior customer relations management level
Ø Customer & employee relations management

- Ø Experience in a quick response, highly fluctuating, customer driven industry
Ø Setting and monitoring performance targets/KPIs

**_Professional Qualification_**
**_ _**
- Ø Proficient in Customer Relationship Management (CRM) principles and software

**_Knowledge_**
**_ _**
- Ø Excellent computer skills (Excel, Word, Powerpoint, PMS systems, Telecommunication systems)

- Ø Knowledge of behavioural patterns and the appropriate response to different personality types
Ø Understanding of quality management and business excellence

**_Education _**
- Ø BSc degree in Business Administration or related field
Ø Graduation from a recognized hospitality management program is preferred, but not essential

**_Soft Skills_**
**_ _**
- Ø Positive/‘CanDo’ philosophy
Ø Assertive and confident manner
Ø Patient and calm demeanour
Ø High level of honesty & integrity
Ø Creative/innovative/forward thinking
Ø Sound listening skills
Ø Analytical and efficient approach to work
Ø Willingness to work varied shifts and additional hours as required
Ø Excellent communication skills, both verbal and written
Ø Ability to analyze problems and identify root causes
Ø Keen eye for detail and high standard for accuracy

**_Language_**
**_ _**
- Fluent in English
_
- If you need accommodation during the recruitment process, please advise your Talent Acquisition representative_
- _.
Terms of employment
Full time

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