Client Services Manager (Hotel, Phuket)
Job type: | Permanent |
Industry: | Facilities Management & Services |
Expertise: | Client Management |
Salary: | 60-80k |
Job published: | 2/13/2025 |
Job ID: | V-43372-1 |
Our client, a leading facilities services provider with a strong national presence, is seeking an experienced Client Services Manager (Account Manager) with a background in hotel or hospitality management. In this pivotal role, you will oversee client services in Southern Thailand, ensuring exceptional satisfaction and profitability while leading a team to deliver outstanding service.
Responsibilities
Client Management
- Oversee client accounts to ensure exceptional satisfaction and profitability
- Ensure service delivery aligns with client agreements and company standards
- Identify and pursue opportunities to expand client relationships and drive revenue growth
- Address and resolve client complaints promptly to maintain strong relationships
- Monitor and ensure service quality meets client expectations
Operational Oversight
- Collaborate with internal teams, including sales and support, to optimise service delivery and revenue
- Manage invoicing processes and ensure timely collection of fees
- Maintain service quality standards in accordance with service level agreements (SLAs)
- Expand the client base by acquiring new clients and managing their onboarding effectively
Team Leadership
- Lead and motivate the client services team, providing training and support to ensure high performance
- Oversee the work environment and address any issues related to staff satisfaction and performance
- Coordinate with HR and training departments to facilitate employee development and adherence to company policies
Department Development
- Collaborate with research and consulting teams to enhance service offerings and improve client satisfaction
- Partner with marketing to refine product proposals and training programmes for client managers
- Utilise CRM and FM software to support client management and service delivery
- Optimise resource allocation based on client needs and operational efficiency
- Contribute to continuous improvement initiatives within the department
Health & Safety
- Ensure compliance with safety regulations for all employees and contractors under your management
- Promote a safe work environment and proactively address safety concerns
- Report and manage near-miss incidents and unsafe conditions effectively
- Ensure all team members receive necessary training on health, safety, quality, and environmental standards
- Regularly review and update safety practices to maintain a safe and compliant work environment
Qualifications
- Bachelor’s degree in Hospitality Management, Business Administration, or a related field
- Minimum of 5 years of experience in client services or hospitality management, with a strong track record in managing service delivery and client relationships
- Excellent communication skills in both English and Thai
- Proven ability to enhance client satisfaction and effectively manage accounts
- Demonstrated passion for exceptional client service and a solid background in hospitality management