Operations and Customer Engagement Specialist

SUMMARY:

We are thrilled to be working with a leading and prestigious client! We are seeking a highly experienced Client Relations Manager: Hospitality Operations and Customer Engagement to join their team. We are looking for someone with extensive experience in customer engagement, contracts management, and operations within a hospitality or service-ori...

POSITION INFO:

We are thrilled to be working with a leading and prestigious client! We are seeking a highly experienced Client Relations Manager: Hospitality Operations and Customer Engagement to join their team. We are looking for someone with extensive experience in customer engagement, contracts management, and operations within a hospitality or service-oriented environment.

 

As a Client Relations Manager, you'll play a pivotal role in delivering top-notch Front of House solutions to prestigious commercial clients within an outsourcing division. This multifaceted role involves managing key client relationships, coordinating operations across multiple national locations, and overseeing employee recruitment, onboarding, and daily service delivery. Your commitment to exceptional customer service and strategic thinking will drive success. This is a permanent opportunity.

 

Key to the role:

• 7+ years Operations Experience within Hospitality
• Contracts Management experience
• Excellent communications skills
• Engaging with key stakeholders and managing relationships
• Knowledge payroll/timesheet management
• Sound knowledge of industry-related Legislation (IR and HR included)
• Business and finance acumen

• Bachelor's degree in Hospitality Management, Business Administration, or a related field
• Up to 5 years of management experience in Front of House / Operations Management within Hospitality
• Proven experience in managing regional teams and Performance Management
• Knowledge of best practice people frameworks and solutions
• Familiarity with payroll and timesheet management
• Business and finance acumen
• Extensive expertise in building client and key stakeholder relationships
• Proficiency in innovation strategy implementation
• Sound knowledge of industry-related Legislation
• Awareness of industry trends and best practices
• Exceptional customer service orientation

 

Customer:

• Define strategic client value propositions in alignment with profitability and cost models.
• Maintain open communication with clients to gather feedback and assess satisfaction levels.
• Address client concerns promptly and professionally.
• Implement solutions to resolve issues and prevent future occurrences.
• Ensure service quality meets or exceeds client expectations.

Financial:

• Track monthly financial performance and implement cost control measures.
• Provide forecasts to the Operations Executive as needed.
• Manage client accounts, including contract negotiation and rate adherence.

 

Recruitment, Admin, and Payroll Management:

• Drive competency-based recruitment and selection strategies.
• Ensure efficient admin and payroll management.
• Monitor invoicing and debtors processes.

 

People Management:

• Work closely with front-of-house staff to ensure seamless service delivery.
• Provide training and guidance on client service best practices.
• Create a positive work environment and drive talent development and retention.

General:

• Handle staff disciplinaries and CCMA cases.
• Act as a liaison between clients and other service providers.
• Coordinate events and ensure client requirements are met.
• Resolve client complaints and issues professionally and proactively.

Competencies:

• Strong analytical, decision-making, and problem-solving skills.
• Accountability and adaptability.
• Attention to detail and accuracy.
• Collaboration and excellent communication skills.
• Proficiency in report writing and presentation.
• Financial target-driven with good business acumen.
• Knowledge of employment legislation and labor relations.
• Strong leadership skills and a belief in quality and excellence.

• 7+ years Operations Experience within Hospitality
• Contracts Management experience
• Excellent communications skills
• Engaging with key stakeholders and managing relationships
• Knowledge payroll/timesheet management
• Sound knowledge of industry-related Legislation (IR and HR included)
• Business and finance acumen