Customer Service Manager

Job Q; Albany; Hybrid; AUD 82,000 - 90,000; Full time

Benefits offered by this job

Bonus opportunities tied to guest sat

Job summary

Aspiring Hospitality Group is seeking a Customer Service Manager in Albany to lead guest service across Six Degrees, Chanya Thai and Venice Albany. You will recruit and develop front-of-house teams, set service standards and handle guest feedback with clarity.

The role requires proven hospitality leadership, strong communication skills and experience with POS, booking systems and CRM tools. Albany-based, full-time with growth opportunities.

Qualifications

• At least 3 years of experience in hospitality customer service management
• Proven leadership of front-of-house teams in busy venues
• Strong written and verbal communication
• Experience with POS, booking systems and review platforms (Google Reviews, TripAdvisor) and CRM tools such as Odoo
• Multi-venue experience is an advantage

Responsibilities

• Oversee daily guest service across Six Degrees, Chanya Thai and Venice Albany
• Recruit, train and mentor front-of-house teams, including reception, hosts and waitstaff
• Write and implement service standards, scripts and complaint procedures
• Monitor guest feedback (in person, online reviews, feedback forms) and resolve escalations
• Plan front-of-house rosters and shift handovers
• Train staff in upselling and service recovery
• Work with venue managers on events and functions
• Report guest satisfaction results monthly

Skills

Leadership

Communication

Hospitality experience

CRM tools experience

Tools

POS systems

Booking systems

CRM tools

Review platforms

Odoo CRM

Job description

#### Customer Service ManagerAlbany, WA 6330Full Time#### Job descriptionCustomer Service Manager (ANZSCO 149212)Employer: Aspire Hospitality Group Pty LtdLocation: 70 Stirling Terrace, Albany WA 6330Job type: Permanent, Full TimeAbout the groupAspire Hospitality Group operates three Albany venues: Six Degrees (restaurant, bar, accommodation and live music), Chanya Thai (authentic Thai dining) and Venice Albany (Italian restaurant and cafe). We combine hospitality, accommodation and events with our own group technology, including Zinga payments and POS platforms, Alby and Goldroom.Role overviewWe are seeking a Customer Service Manager to lead guest service across all three venues, setting standards and leading front-of-house teams.Key responsibilities* Oversee daily guest service across Six Degrees, Chanya Thai and Venice Albany* Recruit, train and mentor front-of-house teams, including reception, hosts and waitstaff* Write and implement service standards, scripts and complaint procedures* Monitor guest feedback (in person, online reviews, feedback forms) and resolve escalations* Plan front-of-house rosters and shift handovers* Train staff in upselling and service recovery* Work with venue managers on events and functions* Report guest satisfaction results monthlyRequirements* At least 3 years of experience in hospitality customer service management* Proven leadership of front-of-house teams in busy venues* Strong written and verbal communication* Experience with POS, booking systems and review platforms (Google Reviews, TripAdvisor) and CRM tools such as Odoo* Multi-venue experience is an advantageWhat we offer* A leadership role across three venues* Bonus opportunities tied to guest satisfaction* Discounts on food, drinks and accommodation across our venuesPay$82,000 to $90,000 per year plus superannuation, depending on experience.How to applyApply through Workforce Australia with your resume and a short cover letter. Questions about the role can be sent to or [phone]. There is no cost to apply.Login is optional, you may send application via email