Customer Service Manager - Hospitality

About the role

We are seeking a hands‑on Customer Service Manager to lead a high‑performing team in a fast‑paced, high‑volume hospitality environment. You will be responsible for ensuring every customer interaction meets five‑star standards while balancing people leadership with operational excellence.

Key responsibilities

• Lead daily operations of a customer‑facing environment with 30+ team members.
• Coach, develop, and hold the team accountable to performance metrics, quality standards, and service delivery goals.
• Oversee scheduling, staffing, and workflow management to maintain optimal coverage.
• Monitor and improve KPIs related to service quality, productivity, and customer experience.
• Step in on the floor to support team members, provide real‑time coaching, and ensure smooth operational flow.
• Foster a culture of precision, consistency, and continuous improvement.

Required profile

• 10+ years of leadership experience in customer service, hospitality, retail, call center, or similar high‑volume settings.
• Proven ability to manage large teams (30+ employees) and drive accountability.
• Strong communication skills for coaching, feedback, and performance conversations.
• Comfortable working in a structured, process‑driven environment.
• Hands‑on leadership style with a focus on team development and operational execution.

Required skills

What we offer

• Base salary of $90,000+ per year with performance‑based bonuses.
• Full training and development opportunities.
• On‑site work in a dynamic, fast‑moving team environment.
• Benefits package commensurate with senior‑level roles.