Customer Experience Director

1 week ago

Bedford, Quebec, Canada Fraserway RV Full time

Job Summary:

The Rentals Manager is a key role within the Fraserway RV organization, responsible for overseeing the day-to-day operations of the Rentals Department. This includes managing the rental fleet, developing and implementing processes to enhance customer service, and addressing customer complaints in a timely and professional manner.

Key Responsibilities:

  • Manage the local rental fleet and rental supplies to ensure optimal utilization and minimize downtime.
  • Develop and implement processes to improve customer service levels, including training staff and monitoring performance metrics.
  • Address and resolve customer complaints in a fair and timely manner, ensuring customer satisfaction and loyalty.
  • Oversee the Housekeeping Team and activities to ensure high standards of cleanliness and maintenance are met.
  • Manage and oversee the Pre-Delivery Inspections (PDIs) Team and activities to ensure prompt resolution of repairs and service.
  • Provide regular written and verbal reports to the General Manager on departmental activities and performance.
  • Plan, assign, and direct rentals employees to ensure optimal productivity and efficiency.
  • Schedule and delegate client transfers and shuttle bus drivers as needed.
  • Address and respond to any concerns or issues within the Rentals department.
  • Aid in the preparation of budgets and monitoring of expenses and financial targets for the Rentals Department.
  • Aid in inspecting department areas and services to ensure compliance with health and safety and other statutory requirements.
  • Supervise and provide advice, support, guidance, and direction to staff; monitor performance on an ongoing basis; aid in conducting annual performance reviews; and initiate disciplinary action as required.
  • Flexibility to work outside normal work hours/weekends as required.

Requirements:

  • Post-secondary diploma or degree in hospitality management, business, or a related field.
  • 2 years of experience in hospitality operations and business management experience.
  • 2 years of supervisory and management experience.
  • Strong leadership skills: ability to motivate, coach, mentor, and influence all levels.
  • Excellent verbal and written communication skills.
  • Language skills in addition to English - Dutch/German speaking. French is an added asset.
  • Financial planning and budgeting experience.
  • Previous experience in the hospitality industry is an added asset.
  • Strong time management, organization, and prioritization skills.
  • Strong customer service skills, including conflict resolution skills, tact, and diplomacy.

Interpersonal Skills Requirement:

  • Ability to motivate, coach, and mentor.
  • Leadership capability.
  • Excellent communication skills.
  • Ability to influence all levels.
  • Team player.
  • Organizational and priority-setting skills.
  • Problem-solving and analytical skills.
  • Ability to multi-task.
  • Service-oriented.

Work Conditions:

  • Interacts with employees, management, and the public at large.
  • Overtime may be required at peak times.
  • Working evenings and weekends during busy season.

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