Gerente De Servicio Y Experiencia Del Cliente

Placements24; Morelia; Vor Ort; MXN 420.000 - 560.000; Vollzeit

Benefits dieser Stelle

Competitive salary

Health benefits

Dining discounts

Career advancement opportunities

Zusammenfassung

Placements24 is seeking a Gerente de Servicio y Experiencia del Cliente to lead customer satisfaction for a prominent restaurant group in Morelia. This on-site role focuses on shaping a superior dining experience and ensuring service excellence across multiple outlets.

You will develop and implement service standards, train front-of-house staff, manage feedback and reviews, and collaborate with kitchen and management to deliver seamless guest experiences.

Qualifikationen

• Minimum 4 years of experience in customer service management.
• Experience in hospitality or restaurant industry preferred.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to train and motivate teams.
• Experience with customer feedback platforms and social media management.
• Willingness to work evenings, weekends, and holidays.

Aufgaben

• Develop and implement comprehensive customer service standards and protocols.
• Train all front-of-house staff on service excellence, etiquette, and complaint resolution.
• Oversee daily operations to ensure a high level of customer service.
• Manage customer feedback, reviews, and social media presence, responding promptly and professionally.
• Act as a point of escalation for customer complaints and issues, working towards satisfactory resolutions.
• Analyze customer satisfaction data to identify trends and areas for improvement.
• Collaborate with the kitchen and management teams to ensure seamless service delivery from start to finish.
• Develop and implement loyalty programs and initiatives to enhance customer retention.

Kenntnisse

Customer service leadership

Hospitality industry experience

Interpersonal skills

Staff training

Conflict resolution

Social media management

Ausbildung

High school diploma or equivalent

Hospitality or business degree preferred

Tools

CRM systems

Social media management tools

Jobbeschreibung

About the Role

Our client is seeking an exceptional Gerente de Servicio y Experiencia del Cliente to lead customer satisfaction initiatives for their prominent restaurant group in Morelia . This role is crucial in shaping and maintaining a superior dining experience for every guest. You will be responsible for developing and implementing customer service strategies, training staff, and resolving customer issues with professionalism and efficiency. The ideal candidate is passionate about hospitality, possesses outstanding interpersonal skills, and has a keen understanding of what drives customer loyalty and positive reviews in the competitive food service industry. This is an on-site position requiring a strong presence within the various dining establishments, ensuring that operational standards translate into memorable guest experiences. Your leadership will directly influence customer retention and the overall reputation of our client's brand.

Key Responsibilities

• Develop and implement comprehensive customer service standards and protocols.
• Train all front-of-house staff on service excellence, etiquette, and complaint resolution.
• Oversee daily operations to ensure a consistently high level of customer service.
• Manage customer feedback, reviews, and social media presence, responding promptly and professionally.
• Act as a point of escalation for customer complaints and issues, working towards satisfactory resolutions.
• Analyze customer satisfaction data to identify trends and areas for improvement.
• Collaborate with the kitchen and management teams to ensure seamless service delivery from start to finish.
• Develop and implement loyalty programs and initiatives to enhance customer retention.
• Ensure a welcoming and engaging atmosphere for all guests.
• Conduct regular service audits and provide feedback to staff and management.

Requirements

• Proven experience (minimum 4 years) in customer service management, preferably within the hospitality or restaurant industry.
• Strong understanding of customer service principles and best practices.
• Excellent communication, interpersonal, and problem-solving skills.
• Demonstrated ability to train and motivate teams.
• Experience with customer feedback platforms and social media management.
• Ability to remain calm and professional under pressure.
• Knowledge of restaurant operations is highly desirable.
• High school diploma or equivalent; further education in hospitality or business is a plus.
• Availability to work evenings, weekends, and holidays as needed.
• A genuine passion for providing exceptional guest experiences.

Benefits

Our client provides a competitive salary, health benefits, dining discounts, and opportunities for career advancement within their expanding group in Morelia . Join a team that values its employees and is dedicated to creating a positive work environment. This is an exciting opportunity to significantly impact customer satisfaction and contribute to the success of well-regarded dining establishments.