CUSTOMER SERVICE MANAGER
About Us
GLO is a premier karaoke entertainment venue offering guests an unforgettable night of music, food, and fun. We're looking for a passionate and experienced Customer Service Manager to lead our front-of-house team and ensure every guest has an exceptional experience from the moment they walk in.
Job Summary
As the Customer Service Manager, you will oversee daily front-line operations, manage a team of customer service staff, and ensure high standards of guest satisfaction. You'll be the go-to person for resolving customer issues, training staff, and driving service excellence across all shifts.
Key Responsibilities
- Lead, train, and supervise the customer service and front desk team
- Handle guest complaints, feedback, and special requests promptly and professionally
- Develop and implement service standards and operating procedures
- Monitor customer satisfaction and identify areas for improvement
- Coordinate with room service, F&B, and technical teams to ensure smooth guest experience
- Manage staff schedules, performance reviews, and ongoing training programs
- Handle bookings, reservations, and VIP guest arrangements
- Prepare regular reports on service performance, complaints, and guest feedback
- Ensure compliance with health, safety, and hygiene standards
- Assist in promotions, events, and loyalty program execution
Requirements
- Minimum 8-10 years of experience in customer service or hospitality management, preferably in KTV, F&B, or entertainment industry
- Proven leadership and team management skills
- Excellent communication and interpersonal skills
- Strong problem-solving abilities and a calm, professional demeanor under pressure
- Flexibility to work evenings, weekends, and public holidays
- Proficiency in Mandarin and English preferred
- Familiarity with POS systems and booking software is a plus