Service Manager - Service Centre
Role Overview
The Service Manager supervises and leads staff in line with hotel objectives, performance expectations, and quality standards.
The role ensures hotel communication systems are maintained and guest communications are handled politely and efficiently.
Key Skills for This Role
Full Job Posting
Role overview
The Service Manager supervises and leads staff in line with hotel objectives, performance expectations, and quality standards.
The role ensures hotel communication systems are maintained and guest communications are handled politely and efficiently.
Responsibilities
- Oversee Service Centre operations and workflow to maximize guest satisfaction.
- Identify staff training needs and opportunities to improve service.
- Guide staff and ensure adherence to hotel policies and procedures.
- Conduct daily and monthly meetings to discuss service improvements and gather feedback.
- Create a positive, motivated working environment that develops teamwork.
- Ensure staff follow up with guests about satisfaction when service or facility defects occur.
- Ensure staff know emergency procedures and their responsibilities during emergencies.
Requirements
- At least four years of work experience, including at least two years in an international-class hotel.
- Fluent spoken and written English and Arabic.
- Able to lead and motivate a team and work flexible hours and shifts.
- Responsible, able to take initiative, and pleasant, friendly, and cheerful in manner.
Systems and hotel programmes
- Knowledge of operational systems such as Call Centre System and Call Accounting Software.
- Knowledge of Service Centre standard operating policies and procedures and hotel programmes including Golden Circle, Guest History, and FFP.
Benefits
- The employer describes learning and development pathways, opportunities to advance, competitive benefits, recognition programmes, and colleague stay and travel perks.
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