Hospitality and Customer Service Manager

6 months ago

Gatineau, Canada H2O Lifeguard and Recreation Management Full time

**Job Description: Hospitality and Customer Service Manager**

**Key Responsibilities**:
**Guest Experience Enhancement**:Develop and implement strategies to elevate the overall guest experience, focusing on personalized service, efficient processes, and attention to detail.
Monitor guest feedback, reviews, and surveys to identify areas for improvement and take proactive measures to address concerns.

**Team Leadership and Operations**:Recruit, train, and mentor the hotel sport complex staff i.e. lifeguards, personal trainers, fitness instructors, front desk staff etc. ensuring consistent delivery of exceptional service standards.
Foster a positive and collaborative work environment that promotes employee growth, motivation, and engagement.

**Customer Relationship Management**:Build strong relationships with repeat guests and high-profile clients, anticipating their needs and preferences to create personalized experiences.
Handle escalated customer concerns or complaints with professionalism and resolution-oriented approach.

**Collaboration and Communication**:Collaborate with other departments such as sales, marketing, and food and beverage to ensure a cohesive and integrated approach to guest services.
Communicate effectively with internal teams to ensure a seamless guest journey and consistent messaging.

**Quality Assurance**:Conduct regular audits and inspections to ensure adherence to quality standards in cleanliness, maintenance, and guest services.
Implement corrective actions as needed to maintain a high level of excellence.

**Performance Analysis and Reporting**:Analyze key performance indicators (KPIs) related to guest satisfaction, occupancy rates, and revenue generation to identify trends and opportunities for improvement.
Prepare comprehensive reports for senior management outlining performance metrics and actionable insights.

**Qualifications and Skills**:

- Bachelor's degree in Hospitality Management, Business Administration, or a related field (Master's preferred).
- Proven experience in hospitality management, with at least 3 years in a leadership role.
- Exceptional interpersonal and communication skills.
- Strong problem-solving abilities and a solution-oriented mindset.
- Proficiency in property management and customer relationship management software.
- Ability to work in a fast-paced environment, adapting to changing priorities.
- Strong organizational skills and attention to detail.
- An additional asset knowledge and experience in providing white label services

Description de l'emploi : Responsable de l'accueil et du service à la clientèle

**Principales responsabilités**:
**Amélioration de l'expérience des clients **:Élaborer et mettre en œuvre des stratégies visant à améliorer l'expérience globale des clients, en mettant l'accent sur un service personnalisé, des processus efficaces et le souci du détail.

Surveiller les réactions des clients, les critiques et les enquêtes afin d'identifier les points à améliorer et prendre des mesures proactives pour répondre aux préoccupations.

Leadership et opérations de l'équipe : Recruter, former et encadrer le personnel du complexe sportif de l'hôtel, c'est-à-dire les sauveteurs, les entraîneurs personnels, les instructeurs de fitness, le personnel de la réception, etc.

Favoriser un environnement de travail positif et collaboratif qui encourage la croissance, la motivation et l'engagement des employés.

**Gestion des relations avec les clients**: Établir des relations solides avec les clients réguliers et les clients importants, en anticipant leurs besoins et leurs préférences afin de créer des expériences personnalisées.

Traiter les préoccupations ou les plaintes des clients avec professionnalisme et en adoptant une approche axée sur la résolution des problèmes.

**Collaboration et communication **:Collaborer avec d'autres services tels que les ventes, le marketing, la restauration et les boissons afin d'assurer une approche cohérente et intégrée des services aux clients.

Communiquer efficacement avec les équipes internes afin d'assurer la fluidité du parcours des clients et la cohérence des messages.

**Assurance qualité **:Effectuer régulièrement des audits et des inspections pour garantir le respect des normes de qualité en matière de propreté, d'entretien et de services aux clients.

Mettre en œuvre les mesures correctives nécessaires pour maintenir un haut niveau d'excellence.

**Analyse des performances et établissement de rapports**: Analyser les indicateurs clés de performance (ICP) relatifs à la satisfaction des clients, aux taux d'occupation et à la génération de revenus afin d'identifier les tendances et les possibilités d'amélioration.

Préparer des rapports complets pour la direction générale en soulignant les mesures de performance et les informations exploitables.

**Qualifications et compétences**:
Licence en gestion hôtelière, en administration des af

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