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Customer Service Supervisor at Rock City Hotel

Customer Service Supervisor

Rock City Hotel

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Rock City Hotel is seeking the services of qualified, hardworking, experienced individuals for the position of Customer Service Supervisor to join our Front Office & Guest Services team at a prestigious 5-star luxury hotel in Ghana. The successful candidate will ensure the delivery of exceptional guest experiences by leading and supervising the customer service team, maintaining service standards, and handling guest enquiries and requests with professionalism, warmth, and efficiency. The following are the responsibilities and qualifications for the position;

Key Responsibilities

·       Supervise and coordinate the daily operations of the customer service team (Front Desk/Concierge/Guest Relations)

·       Ensure consistent delivery of exceptional guest service in line with hotel standards

·       Handle guest inquiries, complaints, and special requests promptly and professionally

·       Oversee check-in and check-out processes, ensuring accuracy and efficiency

·       Train, coach, and provide guidance to team members on service excellence

·       Monitor guest feedback and implement improvements to enhance guest satisfaction

·       Liaise with other departments to ensure seamless guest experiences

·       Maintain accurate records, reports, and service logs

·       Ensure compliance with hotel policies, procedures, and safety standards

·       Assist in managing VIP guests, groups, and special events as required

Requirements

·       Bachelor's degree or Diploma in Hospitality Management, Tourism, or a related field

·       Minimum 3-5 years' experience in customer service, front office, or guest relations in a reputable hotel or hospitality establishment (supervisory experience is an advantage)

·       Bilingual (English and French) is a must.

·       Knowledge of other international languages (e.g., Spanish, German, Mandarin, etc.) will be an added advantage

·       Excellent communication and interpersonal skills Strong leadership, problem-solving, and decision- making skills

·       Well-groomed, with a professional and polished presentation

·       Ability to work under pressure in a fast-paced environment

·       Flexibility to work varying shifts, including nights, weekends, and public holidays

 

How to Apply

Apply for Customer Service Supervisor

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