Customer Service Manager

Rashi Joshi; City Of Albany; On-site; AUD 80,000 - 105,000; Full time

Benefits offered by this job

Discounts on food and drinks

Career growth opportunities

Bonus opportunities

Job summary

Aspire Hospitality Group (ZHost) in Albany region seeks a Customer Service Manager to lead service excellence across Six Degrees, Chanya Thai, and Venice Albany. You will manage front-of-house teams, develop SOPs, handle escalations, and partner with kitchen, bar, and accommodation teams to ensure warm, professional guest experiences.

Strong leadership and hospitality-focused mindset are essential. This role offers a path to leadership across multi-venue operations, with a supportive team, and

Qualifications

• Minimum 3 years of experience in hospitality or venue-based customer service management.
• Strong leadership and interpersonal skills with a hands-on, team-first approach.
• Proven ability to lead FOH teams in fast-paced service environments.
• Confident in handling guest concerns, resolving issues, and training others.
• Excellent written and verbal communication, guest-focused mindset.

Responsibilities

• Oversee daily customer service operations across Six Degrees, Chanya Thai, and Venice Albany.
• Recruit, train, and mentor front-of-house teams, including reception, hosts, and waitstaff.
• Develop and implement customer service SOPs, service scripts, and response protocols.
• Monitor customer feedback and resolve escalations promptly across all venues.
• Ensure service consistency across venues and shifts; collaborate with kitchen, bar, and accommodation teams.
• Manage staffing schedules, shift handovers, and roster planning.
• Train FOH staff on upselling, service recovery, and cross-promotion techniques.
• Work with venue managers on event service planning and customer flows.
• Track and report on customer satisfaction metrics and service improvements.

Skills

Leadership

Communication

Guest service

Team management

Problem solving

Tools

POS systems

Booking systems

CRM (Odoo)

Job description

Customer Service Manager

About Aspire Hospitality Group (ZHost)

Aspire Hospitality Group is the team behind some of Albany’s most iconic venues: Six Degrees – A lively restaurant, bar, and live music venue Chanya Thai – Authentic Thai dining in the heart of Albany Venice Albany – A popular Italian eatery and café ZHost blends hospitality, accommodation, events, and digital innovation to deliver seamless customer experiences.

Role Overview

As Customer Service Manager, you will be responsible for leading service excellence across all venues, ensuring guests enjoy warm, professional, and consistent experiences. You’ll manage front-of-house (FOH) teams, implement service standards, handle escalations, and collaborate with venue and operations teams to drive customer satisfaction and loyalty.

Key Responsibilities

• Oversee daily customer service operations across Six Degrees, Chanya Thai, and Venice Albany
• Recruit, train, and mentor front-of-house teams, including reception, hosts, and waitstaff
• Develop and implement customer service SOPs, service scripts, and response protocols
• Monitor customer feedback (in-person, online reviews, feedback forms) and resolve escalations
• Ensure service consistency across venues and shifts
• Collaborate with the kitchen, bar, and accommodation teams to deliver seamless guest experiences
• Manage staffing schedules, shift handovers, and roster planning
• Train FOH staff on upselling, service recovery, and cross-promotion techniques
• Work closely with venue managers and the operations team on event service planning and customer flows
• Track and report on customer satisfaction metrics and service performance improvements

What We’re Looking For

• Minimum 3 years of experience in hospitality or venue-based customer service management
• Strong leadership and interpersonal skills with a hands-on, team-first approach
• Proven ability to lead FOH teams in fast-paced service environments
• Confidence in handling guest concerns, resolving issues, and training others to do the same
• Excellent communication skills – both verbal and written
• Passion for hospitality, guest experience, and service innovation
• Familiarity with POS, booking systems, and digital feedback tools (e.g. Google Reviews, TripAdvisor, Odoo CRM)
• Experience working across multi-venue or multi-service hospitality environments is a plus

What We Offer

• Leadership role across diverse and vibrant venues in regional WA
• A supportive management team and collaborative workplace culture
• Competitive salary + bonus opportunities
• Discounts on food, drinks, accommodation, and retail offerings
• Career growth opportunities as ZHost expands its network
• The chance to contribute to hospitality innovation and customer experience strategies