Customer Service Operations Manager jobs in the United States

We are hiring an Operations Manager!

Responsibilities:

• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.

• Analyzes service issues and identify trends.

• Successfully works with department heads to ensure proper processes are being met.

• Communicates effectively any rising concerns to General Manager to keep property headed in positive direction.

• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.

• Works with Rooms management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.

• Monitors Rooms operations sales performance against budget.

• Reviews reports and financial statements to determine Rooms operations performance against budget.

• Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.

• Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.

• Champions the brand’s service vision for product and service delivery and ensures alignment amongst the Rooms leadership teams.

• Develops systems to enable associates to understand guest satisfaction results.

• Communicates a clear and consistent message regarding departmental goals to produce desired results. Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.

• Responds to and handles guest problems and complaints.

• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

• Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.

• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.

• Ensures associates are treated fairly and equitably.

• Oversees and ensures funds controls are appropriately being collected and dropped in accordance with company policy.

• Ensures that regular, ongoing communication is happening in Rooms when overseeing that area (e.g., pre-shift briefings, staff meetings).

• Fosters associate commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and associates.

• Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.

• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.

• Solicits associate feedback, utilizes an “open door policy” and reviews associate satisfaction results to identify and address associate problems or concerns.

• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.

• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.

• Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.

Benefits:

We offer competitive wages. Full-time associates are eligible to participate in a comprehensive benefit package, which includes medical/dental/vision plans, life insurance, ST/LT disability options, 401K options, tuition assistance, discounted room rates at Concord managed hotels, plus training & development and career advancement opportunities.

Why Concord?

Concord Hospitality invests in its associates by providing training and development at all levels, from interns to executive leaders. Our “Associate First” culture supports and inspires personal development both within the workplace and beyond. Our associates are what our company is built on, and we are proud to recognize them for their hard work, dedication, and commitment to excellence. We value work life balance, diversity, and our commitment to provide the best customer service and quality accommodations in every market we exist. Concord is built on 5 cornerstones: Quality, Integrity, Community, Profitability and FUN! Our associates say it best with our national company cheer heard throughout North America -

“We Are Concord!” We support diversity and inclusion through our mission to be a “Great Place to Work for All."

Motivations

• Financial: Inspired to perform well by monetary reimbursement