We are seeking a highly organized and experienced Customer Service Manager to oversee all aspects of customer service operations within our Food & Beverage establishment. The ideal candidate will possess exceptional leadership skills, a strong understanding of customer service principles, and a passion for delivering an outstanding guest experience. The Customer Service Manager will play a pivotal role in ensuring customer satisfaction, resolving issues, and driving overall business success.
Role and Responsibilities
Team Leadership
- Recruit, train, and supervise a team of servers, Waitress and other front-of-house staff.
- Provide ongoing coaching and feedback to ensure the team delivers exceptional service.
- Foster a positive and collaborative work environment that promotes teamwork and employee morale.
Customer Experience Management
- Develop and implement strategies to enhance the overall dining experience for guests.
- Monitor customer feedback and implement improvements based on suggestions and complaints.
- Lead by example by providing outstanding customer service and resolving guest issues promptly and effectively.
Operational Efficiency
- Ensure efficient operation of service areas, including dining rooms, bars, and waiting areas.
- Coordinate with kitchen staff to ensure timely and accurate food delivery.
- Manage reservations and seating arrangements to optimize dining room capacity and flow.
Quality Control
- Ensure that food and beverages meet quality standards and are presented according to company guidelines.
- Conduct regular inspections of service areas to maintain cleanliness and organization.
- Monitor compliance with health and safety regulations and take corrective action as necessary.
Inventory and Supplies Management
- Oversee inventory levels of dining room supplies, such as utensils, glassware, and linens.
- Place orders for supplies as needed and ensure proper stock rotation.
- Monitor and control costs related to customer service operations.
Qualifications and Education Requirements
- Diploma or Certificate in Business Administration, Management, or a related discipline is often preferred.
- Previous experience in F & B or a related field.
- Excellent communication and interpersonal abilities.
- Previous experience in a customer service management role within the food and beverage industry.
- Strong leadership and interpersonal skills, with the ability to motivate and inspire a team.
- Excellent communication and problem-solving abilities.
- Knowledge of food and beverage operations, including service techniques and standards.
- Familiarity with point-of-sale (POS) systems
- Understanding of health and safety regulations.
- Flexibility to work evenings, weekends, and holidays as required.
