Customer Service Manager

Position Summary

The Customer Service Manager is responsible for delivering an exceptional end-to-end guest experience, ensuring every family receives warm, responsive, and personalized care throughout their stay. This role oversees the Guest Experience team, drives service excellence, manages guest feedback, and works cross-functionally with nursing, operations, housekeeping, culinary, and wellness teams to uphold SAINT BELLA's luxury service standards.
The ideal candidate is passionate about luxury hospitality, possesses outstanding interpersonal skills, and thrives in a fast-paced, detail-oriented environment.

Key Responsibilities

Guest Experience & Service Excellence

. Lead and inspire the Customer Service team to deliver consistently exceptional service.

. Ensure every guest interaction reflects SAINT BELLA's luxury hospitality standards.

. Build meaningful relationships with mothers and families throughout their stay.

. Anticipate guest needs and proactively create memorable experiences.

. Conduct regular guest check-ins to monitor satisfaction and resolve concerns promptly.

Service Operations

. Develop, implement, and continuously improve customer service SOPs.

. Ensure timely resolution of guest requests while maintaining service quality.

. Coordinate with Nursing, Culinary, Housekeeping, Wellness, and Operations teams to ensure seamless service delivery.

. Monitor service response times and operational efficiency.

. Manage VIP arrivals, special requests, celebrations, and personalized guest experiences.

Complaint Resolution

. Handle guest concerns professionally, empathetically, and efficiently.

. Investigate service issues and implement corrective actions.

. Escalate complex matters appropriately while ensuring guest satisfaction.

. Analyze recurring feedback and recommend continuous improvement initiatives.

Team Leadership

. Recruit, coach, mentor, and develop the Customer Service team.

. Conduct onboarding and regular service excellence training.

. Perform performance evaluations and provide constructive feedback.

. Foster a positive, collaborative, and guest-centric team culture.

Quality & Performance Management

. Monitor guest satisfaction scores and online reviews.

. Prepare monthly customer service performance reports.

. Identify service trends and implement improvement initiatives.

. Ensure compliance with company service standards and operational policies.

Requirements

Qualifications

. Minimum 3 years of experience in luxury hospitality, premium healthcare, high-end retail, or customer experience management.

. At least 2 years of leadership experience managing customer-facing teams.

Skills & Competencies

. Exceptional communication and interpersonal skills.

. Strong problem-solving and conflict resolution abilities.

. High emotional intelligence and empathy.

. Passion for luxury service and attention to detail.

. Ability to remain calm under pressure and manage multiple priorities.

. Strong leadership, coaching, and people management skills.

. Excellent organizational and time management abilities.

. Proficiency in Microsoft Office and CRM systems.

. Fluent in English Mandarin is an advantage.