Client Service Manager at Universal Human Resource Consult

About the Role

The Client Service Manager is responsible for ensuring exceptional guest experiences throughout their stay, from check-in to departure. This role involves managing guest relations, handling inquiries and complaints, supervising front office operations, and ensuring that the highest levels of customer satisfaction and service excellence are consistently achieved.

About You

The ideal candidate is a customer-focused professional with strong communication, problem-solving, and leadership skills, passionate about delivering memorable hospitality experiences.

Key Responsibilities

Guest Experience Management

• Ensure guests receive prompt, courteous, and professional service at all times
• Supervise daily front desk operations, concierge, and reservations to ensure seamless service delivery
• Handle guest inquiries, feedback, and complaints efficiently and professionally, ensuring quick resolution
• Maintain consistent guest engagement to identify needs and exceed expectations
• Ensure the hotel's service standards are upheld in all guest interactions

Relationship & Communication Management

• Build and maintain strong relationships with guests, especially VIPs, corporate clients, and long-stay guests
• Follow up on guest satisfaction after check-in and post-departure
• Collaborate with other departments (Housekeeping, F&B, Sales, Maintenance) to ensure guest needs are met
• Act as the main point of contact for clients during events, conferences, or group bookings

Operations & Team Supervision

• Supervise front office and guest relations staff to ensure adherence to policies and service standards
• Train and mentor front-line staff in customer service excellence, conflict resolution, and communication
• Oversee check-in/check-out processes, room assignments, and billing accuracy
• Review daily reports to track guest satisfaction metrics and operational efficiency