CUSTOMER SERVICE MANAGER

We are seeking an experienced Customer Service Manager to oversee and elevate the guest experience at our prestigious Italian Restaurant. The ideal candidate will have a strong background in F&B management, a deep understanding of luxury service standards and the ability to lead a team during high pressure periods, including peak seasons and holidays.

Job Description

1. Ensure outstanding customer service by setting high standards, training staff and monitoring service quality.
2. Manage and resolve guest complaints professionally and efficiently.
3. Oversee daily restaurant operations, including front-of house staff scheduling and performance.
4. Collaborate with the kitchen and management team to ensure seamless service.
5. Develop and implement service protocols to enhance guest satisfaction.
6. Handle staffing, training and performance evaluations for services teams.
7. Work extended hours, including weekends, holidays and peak seasons as required.

Requirements

1. Bachelor’s degree in Hospitality Management, Tourism, or related field.
2. Minimum 10 years of relevant experience in F&B management, preferable in fine dining or upscale Italian restaurants.
3. Proven leadership skill with the ability to motivate and manage a team.
4. Exceptional communication, problem solving and organisational skills.
5. Strong knowledge of restaurant operation, POS systems and reservation management.
6. Ability to thrive in a fast paced, high pressure environment.
7. Flexibility to work long hours, including evenings, weekends and holidays.