Customer Care Manager

Search • Permanent • Upminster, Greater London, England, United Kingdom • £30k - £31k / year • 23h ago

Lead exceptional guest experiences in a luxury hospitality environment.

We are recruiting for an experienced, hands on Customer Care Manager to lead Front of House operations and inspire a high performing team to deliver outstanding service at every stage of the guest journey.

This is a fantastic opportunity for a Customer Care Manager that is a passionate hospitality leader who thrives in a guest focused environment and enjoys leading from the front.

You will be situated within one of the most renown and and leading luxury retreats in the UK and is a location you can genuinely be proud to be a part of.

The Role

You'll oversee Reception, Reservations and key guest facing operations, while supporting the smooth running of the food and beverage offering. As part of the Duty Management team, you'll play a pivotal role in the day to day operation of the retreat, ensuring exceptional service, operational excellence and an unforgettable guest experience.

What You'll Be Doing

Lead, coach and motivate the Customer Care team to deliver exceptional service.
Oversee Reception, Reservations and guest communications.
Support front of house food and beverage operations.
Drive consistently high guest satisfaction and service standards.
Resolve guest concerns with professionalism and confidence.
Work closely with all departments to ensure seamless daily operations.
Act as Duty Manager, taking responsibility for the operation during your shifts.
Ensure compliance with company policies, health & safety and operational procedures.

About You

You'll bring:

Management experience within luxury hospitality, boutique hotels, wellness, premium restaurants or similar environments.
A proven background in leading customer facing teams.
Experience overseeing front of house and/or food service operations.
Confidence handling guest feedback and service recovery.
Familiarity with hospitality booking systems and Microsoft Office.
Excellent leadership, communication and organisational skills.

Most importantly, you're a positive, hands on leader who is passionate about creating memorable guest experiences and inspiring those around you.

Working Hours

Full time, rota-based role (Monday-Sunday)
Shifts between 7:00am and 8:00pm
Weekend working required (minimum two weekends per month), with regular weekends off on a rotating basis.

What's on Offer

Competitive salary
28 days annual leave
Employee discounts
Discounted stays and treatments
Complimentary use of facilities
Complimentary meals
Recognition and reward scheme
Supportive team culture
Excellent opportunities for career development within a luxury hospitality business

**Please Note - Due to location you will need your own transport.**

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.

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