Hotel Manager at Universal Human Resource Consult

 Job Overview and Duties

• Receive calls and maintain relationships with both existing & potential customers in the hotel
• Responsible for creating and maintaining a guest experience in line with the hotel’s mission and vision
• Engage in customer retention strategies
• You will be responsible for hiring, training and mentoring Managers in Housekeeping, Food & Beverage, Front Desk, Security and Parking.
• Help in day-to-day decision making to come up policies as it relates to customer service
• Serve as middle person between the customers and business department
• Helps resolve customer issues and escalate when appropriate
• Listen and respond to customers’ needs and concerns
• Provide information about products and services
• Take orders, determine charges, and oversee billing or payments
• Review or make changes to customer accounts
• Handle returns or complaints
• Record details of customer contacts and actions taken
• Research answers or solutions as needed
• Refer customers to supervisors, managers, or others who can help

Requirements

• Candidates should possess an HND / B.Sc Degree in Administration, communication or equivalent.
• A minimum of 3 years relevant work experience.
• Exceptional Knowledge of Microsoft office suits
• Experience in Hospitality sector as a customer service is an advantage
• Proven customer support experience
• Strong phone contact handling skills and active listening
• Excellent communication and presentation skills
• Ability to multitask, prioritize and manage time effectively.