CUSTOMER SERVICE MANAGER

About Us

GLO is a premier karaoke entertainment venue offering guests an unforgettable night of music, food, and fun. We're looking for a passionate and experienced Customer Service Manager to lead our front-of-house team and ensure every guest has an exceptional experience from the moment they walk in.

Job Summary

As the Customer Service Manager, you will oversee daily front-line operations, manage a team of customer service staff, and ensure high standards of guest satisfaction. You'll be the go-to person for resolving customer issues, training staff, and driving service excellence across all shifts.

Key Responsibilities

• Lead, train, and supervise the customer service and front desk team
• Handle guest complaints, feedback, and special requests promptly and professionally
• Develop and implement service standards and operating procedures
• Monitor customer satisfaction and identify areas for improvement
• Coordinate with room service, F&B, and technical teams to ensure smooth guest experience
• Manage staff schedules, performance reviews, and ongoing training programs
• Handle bookings, reservations, and VIP guest arrangements
• Prepare regular reports on service performance, complaints, and guest feedback
• Ensure compliance with health, safety, and hygiene standards
• Assist in promotions, events, and loyalty program execution

Requirements

• Minimum 8-10 years of experience in customer service or hospitality management, preferably in KTV, F&B, or entertainment industry
• Proven leadership and team management skills
• Excellent communication and interpersonal skills
• Strong problem-solving abilities and a calm, professional demeanor under pressure
• Flexibility to work evenings, weekends, and public holidays
• Proficiency in Mandarin and English preferred
• Familiarity with POS systems and booking software is a plus