Customer Service ManagerAbout Aspire Hospitality Group (ZHost)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.Role OverviewAs 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.Key ResponsibilitiesOversee daily customer service operations across Six Degrees, Chanya Thai, and Venice AlbanyRecruit, train, and mentor front-of-house teams, including reception, hosts, and waitstaffDevelop and implement customer service SOPs, service scripts, and response protocolsMonitor customer feedback (in-person, online reviews, feedback forms) and resolve escalationsEnsure service consistency across venues and shiftsCollaborate with the kitchen, bar, and accommodation teams to deliver seamless guest experiencesManage staffing schedules, shift handovers, and roster planningTrain FOH staff on upselling,



service recovery, and cross-promotion techniquesWork closely with venue managers and the operations team on event service planning and customer flowsTrack and report on customer satisfaction metrics and service performance improvementsWhat We're Looking ForMinimum 3 years of experience in hospitality or venue-based customer service managementStrong leadership and interpersonal skills with a hands-on, team-first approachProven ability to lead FOH teams in fast-paced service environmentsConfidence in handling guest concerns, resolving issues, and training others to do the sameExcellent communication skills – both verbal and writtenPassion for hospitality, guest experience, and service innovationFamiliarity with POS, booking systems, and digital feedback tools (e.g. Google Reviews, TripAdvisor, Odoo CRM)Experience working across multi-venue or multi-service hospitality environments is a plusWhat We OfferLeadership role across diverse and vibrant venues in regional WAA supportive management team and team-oriented workplace cultureCompetitive salary + bonus opportunitiesDiscounts on food, drinks, accommodation, and retail offeringsCareer growth opportunities as ZHost expands its networkThe chance to contribute to hospitality innovation and customer experience strategies
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📌 Customer Service Manager (Albany)
🏢 Rashi Joshi
📍 Albany