Client Service Manager at Universal Human Resource Consult

Job Description

• The Client Service Manager is responsible for ensuring exceptional guest experiences throughout their stayfrom check-in to departure.
• The role involves managing guest relations, handling inquiries and complaints, supervising front office operations, and ensuring that the highest levels of customer satisfaction and service excellence are consistently achieved.
• The ideal candidate is a customer-focused professional with strong communication, problem-solving, and leadership skills, passionate about delivering memorable hospitality experiences.

Responsibilities
Guest Experience Management:

• Ensure guests receive prompt, courteous, and professional service at all times.
• Supervise daily front desk operations, concierge, and reservations to ensure seamless service delivery.
• Handle guest inquiries, feedback, and complaints efficiently and professionally, ensuring quick resolution.
• Maintain consistent guest engagement to identify needs and exceed expectations.
• Ensure the hotel’s service standards are upheld in all guest interactions.

Relationship & Communication Management:

• Build and maintain strong relationships with guests, especially VIPs, corporate clients, and long-stay guests.
• Follow up on guest satisfaction after check-in and post-departure.
• Collaborate with other departments (Housekeeping, F&B, Sales, Maintenance) to ensure guest needs are met.
• Act as the main point of contact for clients during events, conferences, or group bookings.

Operations & Team Supervision:

• Supervise front office and guest relations staff to ensure adherence to policies and service standards.
• Train and mentor front-line staff in customer service excellence, conflict resolution, and communication.
• Oversee check-in/check-out processes, room assignments, and billing accuracy.
• Review daily reports to track guest satisfaction metrics and operational efficiency.

Complaint Handling & Service Recovery:

• Respond promptly to guest complaints, ensuring satisfactory resolution and recovery.
• Log and track guest issues to identify recurring concerns and propose preventive actions.
• Conduct follow-up calls or messages to ensure issues are fully resolved.

Reporting & Continuous Improvement:

• Prepare and present reports on guest satisfaction, feedback trends, and service performance.
• Develop and implement strategies to enhance the guest experience.
• Recommend improvements to hotel services, amenities, and customer care processes.

Requirements

• B.Sc.in Hospitality Management, Business Administration, or related field.
• Minimum of 5years of experience in guest relations, front office, or client service management within the hospitality industry.
• Proven track record of delivering high guest satisfaction and managing client relationships.
• Supervisory or managerial experience preferred.

Skills & Competencies:

• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Warm, empathetic, and professional demeanor.
• Exceptional leadership and team management skills.
• Ability to multitask and thrive under pressure.
• Strong organizational and attention-to-detail abilities.
• Proficiency in hotel management systems (Opera, Protel, or similar) and Microsoft Office Suite.