Job Description

Customer Service Manager

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About Aspire Hospitality Group (ZHost)

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Aspire Hospitality Group is the team behind some of Albany's most iconic venues: Six Degrees – A lively restaurant, bar, and live music venue Chanya Thai – Authentic Thai dining in the heart of Albany Venice Albany – A popular Italian eatery and café ZHost blends hospitality, accommodation, events, and digital innovation to deliver seamless customer experiences.

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Role Overview

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As Customer Service Manager, you will be responsible for leading service excellence across all venues, ensuring guests enjoy warm, professional, and consistent experiences. You'll manage front-of-house (FOH) teams, implement service standards, handle escalations, and collaborate with venue and operations teams to drive customer satisfaction and loyalty.

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Key Responsibilities

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- Oversee daily customer service operations across Six Degrees, Chanya Thai, and Venice Albany
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- Recruit, train, and mentor front-of-house teams, including reception, hosts, and waitstaff
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- Develop and implement customer service SOPs, service scripts, and response protocols
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- Monitor customer feedback (in-person, online reviews, feedback forms) and resolve escalations
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- Ensure service consistency across venues and shifts
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- Collaborate with the kitchen, bar, and accommodation teams to deliver seamless guest experiences
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- Manage staffing schedules, shift handovers, and roster planning
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- Train FOH staff on upselling,



service recovery, and cross-promotion techniques
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- Work closely with venue managers and the operations team on event service planning and customer flows
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- Track and report on customer satisfaction metrics and service performance improvements
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What We're Looking For

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- Minimum 3 years of experience in hospitality or venue-based customer service management
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- Strong leadership and interpersonal skills with a hands-on, team-first approach
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- Proven ability to lead FOH teams in rapid-paced service environments
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- Confidence in handling guest concerns, resolving issues, and training others to do the same
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- Excellent communication skills – both verbal and written
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- Passion for hospitality, guest experience, and service innovation
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- Familiarity with POS, booking systems, and digital feedback tools (e.g. Google Reviews, TripAdvisor, Odoo CRM)
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- Experience working across multi-venue or multi-service hospitality environments is a plus
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What We Offer

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- Leadership role across diverse and vibrant venues in regional WA
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- A supportive management team and collaborative workplace culture
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- Competitive salary + bonus opportunities
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- Discounts on food, drinks, accommodation, and retail offerings
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- Career growth opportunities as ZHost expands its network
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- The chance to contribute to hospitality innovation and customer experience strategies
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📌 Customer Service Manager (Albany)
🏢 Rashi Joshi
📍 Albany