Account Manager - Guest Services

  • Dublin
  • Sos Group

SOS Group are currently looking for an experienced , strategic , positive & flexible manager to join our growing team, and highly successful company.

Responsibilities

  • Ensure all guest service teams are working to a high standard in accordance with service level agreements, client instruction, standard operating procedure and review meeting actions.
  • Scheduling - roster our teams effectively, ensuring teams are cross trained and supported, annual leave is managed effectively, and resources are scheduled aligned to client expectations.
  • Liaise with Human Resources / Payroll and Operations teams at Head Office to support our teams and maintain excellent customer service at site level.
  • Adhere to procedures and process for recruitment, selection, background checks, induction and training.
  • Ensure all necessary resources, uniforms, materials and equipment are available and on site and maintained to the required standard and contract specification.
  • Compliance - meet all statutory requirements and maintain operational policies and procedures to comply with business, ISO, GDPR and client requirements.
  • Be accountable for the implementation and adherence to all company health and safety policies, procedures and instructions and to confirm their effectiveness through planned H&S audits and regular reviews.
  • Commercials - manage resources to contract budgets and ensure revenues, gross margin and business objectives are monitored and controlled.
  • Self development - attend training courses as requested and update your own personal skills and knowledge in areas of business, and industry advancement
  • Manage the performance, development and training needs of guest service teams.
  • Quality - monitor quality by conducting on site audits and attending client meetings
  • Report directly to the Operations Director, and work alongside the Training & Quality Manager for Guest Services

Required Skills for the Role : Advantage :

  • Experience in customer service management - hospitality ideally
  • Self-motivated with excellent people skills
  • Experience in the execution of SLA an advantage
  • Strong commercial acumen
  • Strong leadership and organisational skills
  • Strong IT Skills - MS Office in particular
  • Multi - site experience would be advantage
  • Flexible and strategic - this is an opportunity to contribute significantly to the development of a strong business unit.

Essential :

  • Experience in people management
  • Full clean driving licence
  • A positive approach to people and business

Benefits Include :

  • Company phone & laptop
  • Fully expensed company vehicle
  • Competitive salary & annual performance related bonus

Schedule:

  • 8 hour shift