POSITION TITLE CUSTOMER SERVICE MANAGER
AGENCY WEST BEACH TRUST
CLASSIFICATION LEVEL 5 WBT ENTERPRISE AGREEMENT 2010
REPORTS TO REVENUE MANAGER
Responsible for the day to day operations for the Front Office in both the Caravan Park
and Resort Reception by meeting and exceeding Customer expectations which will ensure
continued loyalty to Adelaide Shores and excellent Customer Feedback.
Dealing with Guest special requests, issues and complaints in a pleasant and level
Developing, Training and Engaging the Customer Service Team to ensure consistently
high level of Customer Service
Manage the shift scheduling to meet with operational and budget requirements
To ensure that correct policy and procedures are in place and being adhered too,
therefore ensuring effective Guest profiling, Check-in, Check Out and Guest handling and
total guest experience
To understand Yield Management principles and work alongside the R M to ensure
optimisation of all revenue generating opportunities, being aware of budget expectations.
Being aware of budget and ensuring that the operation of the Customer Service team is
within the departmental budget.
Participate in the Manager on Duty roster.
KEY RESULT AREAS
1. CUSTOMER SERVICE
Critical Tasks Manages and markets customer service experiences
for increased market share, satisfaction and loyalty
Manage and develop the Customer Service culture
within the Front Office Area
Review, plan and update all Front Office and
Customer Service policy and procedures, ensure
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that the FO team are aware and adhere to PP in
Ensure that staff act in a professional manner in all
Take a hands on and lead the team by example
approach when attending to all areas of Front Office
and Customer Service
Monitor, analyse and provide feedback to relevant
departments regarding customer feedback and
comments, identify trends and take proactive action
Resolving guest complaints, in a timely manner to
level of authority
Be aware of procedures for the rectification,
assistance and support of any breakdown or issue
with Front Office/Customer Service equipment such
as Telephone System
Plan and coordinate the provision of additional
customer services such as Kids Activities over
School Holiday periods
Plan and coordinate monthly ‘in-house’ promotional
activities at both properties
Build stakeholder relationships that will assist with
the promotion of Adelaide Shores
Maintain a high level of product and service
knowledge in order to explain and sell services and
facilities to guests
Work effectively with customers and colleagues from
different viewpoints, cultures and countries
Measures Customer satisfaction via feedback received
Excellent customer service provided evident within
2. HUMAN RESOURCES
Critical Tasks Recruit, induct, train and develop Customer Service
team members to maximise performance, aid
retention, reduce turnover and set succession plans
Appraise Team performance, ensure that frontline
performance reviews are conducted
Set KPI’s and monitor team members performance
Develop the Staff Moral of the team and report back
to RM on issues which may be having an impact on
Demonstrate cooperation and trust with colleagues,
supervisors, teams and across departments
Ensure that team are aware of all policy and
procedures relating to them and that these are
Ensure appropriate rostering in line with budget and
Position Description – Customer Service Supervisor Adelaide Shores 2
Assist with the implementing Human Resource
plans, strategies and policies
Maintain excellent grooming standards and manage
uniform policy on a daily basis
Take responsibility for your own performance,
clarifies job responsibilities and looks for
opportunities that will develop knowledge and skills
Develop / update skills and knowledge (internally or
externally) to reflect changed technology or
changed work requirements
Work effectively with customers and colleagues
from different viewpoints, cultures and countries
Measures Demonstrated leadership
Effective use of performance development program.
Team and individual goals are achievable and
Critical Tasks Ensure that shift (daily) reports are completed,
action taken and information relating to other
departments is communicated effectively
Ensure that the RM is updated on any business,
customer or revenue issues
Provide accurate feedback and reporting as
requested by RM
In conjunction with RM have quarterly full team
Have weekly 1:1 meetings with direct reports
Update RM on weekly 1:1 meetings with RM
Interact with all departments within Adelaide Shores
in a professional and positive manner to foster a
good rapport, promote team spirit and effective two
Measures Effective written and verbal communication
Accurate reporting demonstrated
Active participation in all team meetings
4. YIELD MANAGEMENT
Critical Tasks Assist RM in the development of guest profiling, call
answering and reservations policy and procedures
Utilise effective diary management to optimise
revenues and occupancy
Ensure that all RMS protocols are in place, be aware
of updates and changes in RMS are acted upon and
Customer Service team are fully briefed
To assist the RM in development of Budgets
Assist with providing statistical reports relating to
customers to the RM
Being the representative of the RM in their absence
Measures Contribute to the weekly accommodation
Position Description – Customer Service Supervisor Adelaide Shores 3
Critical Tasks Is able to effectively interpret financial results in
regards to revenues, payroll, costs and expenses
Ensure a system is in place to monitor cost and
expenses to ensure that department meets with
budgeted operational results
Manages the daily balance to ensure banking, credit
card payments and details balance reports any
Manage departmental Petty Cash allowance
Measures Demonstrated financial management
Budget expectations achieved
Accurate and timely reports
Critical Tasks OHSandW representation
Provide assistance, first aid or service recovery in
the event of a critical or emergency situation
Measures Effectively interprets needs to develop action plans
Employees carrying out duties in compliance with
policies, procedures and systems
Reduction in WorkCover claims
Position Description – Customer Service Supervisor Adelaide Shores 4
The competencies below are an overview of the traits and behaviours required to be
successful in the position.
Competency Area Typical Behaviours
Achievement Orientation Sets high performance standards.
Enphasises high standards to others.
Shows pride when standards are met.
Shows dissatisfaction with substandard
Adheres to timetables, rosters and agreed
Customer Service Acknowledges the customer.
Clarifies customer’s needs.
Gives priority to customer satisfaction.
Confirms satisfaction of service with the
Listens and empathises.
Takes responsibility for actions.
Ethics and Accountability Acts in a manner consistent with
Does what he/she says he/she will do.
Is open and honest with information.
Declares conflict of interest.
Follows organisation’s policies.
Respect decisions of the organisation.
Commitment to Safety and Environment Committed to the philosophies of workplace
health and safety and protection of the
Identifies relevant issues and hazards in
own work area.
Keeps up-to-date on organisational OHS
and environmental policies and procedures
and follows these.
Takes action as appropriate to his/her level
Reports on hazards and/or accidents and
Monitors the situation to ensure that agreed
corrective action is taken.
Teamwork Builds relationships with others.
Is open and honest.
Exchanges information freely.
Volunteers ideas freely.
Supports others’ ideas.
Supports group decisions.
Position Description – Customer Service Supervisor Adelaide Shores 5
Puts broader objectives ahead of
individual/own needs and objectives.
Continuous Improvement Identifies opportunities for process, system
and work area improvement.
Systematically monitors own and others’
Actively seeks and uses ideas, asks
questions and challenges assumptions.
Shows attention to detail.
Celebrates new ideas implemented
Makes changes readily when implemented
ideas don’t work out.
Reviews and follows up on completed tasks.
Establishes proactive processes rather than
SKILLS AND EXPERIENCE
At least 3 years successful Computerised booking system
experience in: Knowledge of accommodation
- Tourism, service and/or hospitality standards including star ratings
industry in a supervisory capacity Ability to enhance and maintain a
- Team leadership of diverse functions brand image
Proven ability to develop Extensive experience in implementing
rapport/relationships, and consistently service cultures including in
deliver pleasurable/memorable tourism/hospitality industry
service experiences for a diverse Advanced working knowledge of
range of customers. computerised reservation
Well developed interpersonal and management systems
communication skills Experience in implementing quality
Proven ability to manage teams, management systems and
assess performance and coach continuous improvement cultures
development Managing preventative maintenance
Well developed planning, analysis programs for facilities and grounds
and problem solving skills Basic First Aid certificate
Pool Operators License
Certificate IV in Frontline Management or
similar qualification within business,
tourism or hospitality with subsequent
related work experience
Position Description – Customer Service Supervisor Adelaide Shores 6
Staff Reports: Full time, part time and casual Customer Service Officers
2 x Full time Senior Customer Service Officers
Work within a 5 over 7 day roster which includes evening and weekend work.
Work alternate weekends as Manager on Duty.
Some intra and interstate travel may be required.
Employee Signature: ___________________________________________________
Managers Signature: ___________________________________________________
Position Description – Customer Service Supervisor Adelaide Shores 7