Customer Service Manager (Hotel101-Davao)

DoubleDragon Properties Corp.; Davao City; On-site; PHP 290,000 - 424,000; Full time

Job summary

DoubleDragon Properties Corp. in Davao City, Philippines, is seeking a Training Supervisor to handle, resolve and track escalated guest concerns, and present weekly needs analysis with action plans and recommendations.

The role includes coaching and training needs analysis, module creation, and conducting customer service workshops and new hire certification. You will monitor new hire progress, prepare performance rating reports, set department audits, and actively measure guest satisfaction,

Qualifications

• Graduate of Hotel and Restaurant Management or any related course.
• With at least 2 years of experience in the same role or in a related environment.

Responsibilities

• Handle, resolve & track escalated guest concerns.
• Present weekly needs analysis with action plans and recommendations.
• Coaching/Training needs analysis and action planning/recommendations.
• Module creation for training content.
• Conduct customer service workshops and presentations.
• Facilitate new hire certification processes.
• New hire monitoring and progress tracking.
• Prepare new hire performance rating reports.
• Set audit activities per department.
• Monitor and measure guest satisfaction.

Education

Hotel and Restaurant Management related degree

Job description

Job Description

• Handle, resolve & track escalated guest concerns

• Present weekly needs analysis with action plan and recommendations

• Coaching/Training needs analysis and Action Planning/Recommendation

• Module Creation

• Conduct customer service workshops and presentations

• Facilitate new hire certification

• New hire monitoring

• Prepare new hire performance rating report

• Set Audit activities per department

• Monitor and measure guest satisfaction

• Notwithstanding the aforementioned list of duties and responsibilities, the Company may assign the job holder from time-to-time other duties and task that may be deemed necessary and urgent

Qualifications

• Graduate of Hotel and Restaurant Management or any related course

• With at least 2 years of experience at the same role in the same environment or any relevant experience