service manager
Jul 23, 2026 · Enorme Hotels
What you'll do
- Manage and oversee daily service department operations across group hotels
- Visit and inspect each hotel regularly to ensure adherence to service standards
- Lead, supervise, and motivate service staff to ensure high performance
- Train and develop staff in service procedures and customer interaction
- Ensure smooth functioning of service areas such as bars and dining areas
- Monitor service quality, identify issues, and implement corrective actions
- Handle customer complaints and ensure timely resolutions
- Ensure adherence to health and safety regulations
- Implement strategies to improve customer satisfaction and service quality
- Manage department budget including supplier relationships and expense control
- Coordinate with other departments to achieve business objectives
Key requirements
- 3+ years' experience
- Customer service management and team leadership skills
- Staff development and training abilities
- Knowledge of service quality standards and health and safety regulations
- Organizational skills and multitasking under pressure
- English proficiency and knowledge of restaurant management systems
- Conflict resolution and customer interaction skills
- Budget management and supplier relationship management
- Collaboration with multiple departments
Benefits
- Competitive salary package.
- Positive and dynamic work environment.
- Opportunities for training and professional development.
About the job
The Service Manager is responsible for managing and overseeing the daily operations of the customer service department across the group's hotels. The primary focus is ensuring the delivery of high-quality services and maintaining customer satisfaction. This role involves leading service staff at each location, ensuring smooth operations, and achieving service quality goals. The Service Manager is also required to visit and inspect hotels within the group to ensure consistency and compliance with standards.
Responsibilities
Manage and oversee daily service department operations to ensure effective customer service across all group hotels.
Visit and inspect each hotel regularly to ensure adherence to service standards, policies, and procedures.
Lead, supervise, and motivate the team of servers and service staff to ensure high performance.
Train and develop staff in service procedures, customer interaction, and best practices.
Ensure the smooth functioning of service areas, such as bars and dining areas, at all properties.
Monitor and analyze service quality across the group, identifying issues and implementing corrective actions.
Handle customer complaints and ensure timely, effective resolutions.
Ensure adherence to health and safety regulations across all properties.
Implement strategies to improve customer satisfaction and service quality.
Manage the department's budget, including supplier relationships and expense control for each hotel.
Coordinate with other departments (kitchen, management, housekeeping) to achieve business objectives.
Requirements
3-5 years of experience in a supervisory or managerial role in customer service or a related field.
Proven experience in team leadership and staff development.
Strong understanding of service quality standards and health and safety regulations.
Excellent organizational and multitasking abilities, especially under pressure.
Proficiency in English; additional languages are desirable.
Knowledge of modern restaurant management systems and tools.
Conflict resolution skills and the ability to handle complaints with professionalism and discretion.
Benefits
Competitive salary package.
Positive and dynamic work environment.
Opportunities for training and professional development.
