Front Desk / Call Center Manager at La Campagne Tropicana Beach Resort

Overview

• We are seeking an enthusiastic and experienced Front Desk/Call Center Manager to lead our customer service operations at our resort. The successful candidate will be responsible for overseeing front desk and call center activities, ensuring a seamless and delightful experience for our guests. The Front Desk/Call Center Manager will play a pivotal role in managing a team, optimizing processes, and implementing strategies to enhance overall guest satisfaction.

Responsibilities

Guest Services Excellence:

• Lead the front desk and call center teams to provide exceptional service to resort guests.
• Handle guest inquiries, requests, and concerns, ensuring prompt and satisfactory resolution.

Team Leadership:

• Manage, inspire, and train front desk and call center staff to uphold high service standards.
• Conduct regular team meetings to communicate goals, objectives, and updates.

Reservations Management:

• Oversee the reservation system, ensuring accuracy and efficiency in booking processes.
• Collaborate with sales and marketing teams to promote special packages and offers.

Guest Relations:

• Build and maintain positive relationships with guests, anticipating and fulfilling their needs.
• Address and resolve guest issues with a focus on turning challenges into opportunities for guest satisfaction.

Operational Efficiency:

• Develop and implement standard operating procedures (SOPs) to streamline front desk and call center operations.
• Optimize check-in/check-out procedures and enhance overall guest flow.

Qualifications

• Bachelor's Degree in Hospitality Management, Business Administration, or a related field.
• 5 years Proven experience in a managerial role within the hospitality industry.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Familiarity with hotel management software and reservation systems.
• Understanding of resort operations and guest services.