Customer Service Manager In Training

Mission: Orchestrate an effortless guest journey—before, during, and after the night.

Core Responsibilities

Pre-Night & Bookings

• Own reservations and table minimums: holds, deposits, confirmations, no-show prevention.
  
• Work closely with the Operations Manager, VIP Hosts, and the Street Team to coordinate sales, align targets, and prevent double-booking.
  
• Send pre-arrival messages with arrival instructions, dress code, and rideshare details.

Door & Cashiering

• Lead front-door cashiers and VIP entry controls (guest list integrity, ID/band logic, ADA access).
  
• Balance tills, reconcile covers vs POS, deliver clean close reports.
  
• Monitor line times and resolve entry escalations with a hospitality-first tone.

On-Floor Comms

• Radio lead for Hosts, Security, and Bar on table turns, bottle runs, and incidents.
  
• Approve service-recovery comps and voids; log everything in the CRM.

Post-Event Care

• Process refunds and adjustments within SLA.
  
• Respond to DMs and reviews in brand voice.
  
• Run chargeback investigations: compile evidence, submit to processor, track win rate.

Rhythm & Reporting

• Attend manager meeting; present KPIs (bookings, show rate, average check, door wait, NPS, refund rate, chargeback win percent).
  
• Update SOPs and train or schedule cashiers and the host team.
  

Required Qualifications

• 2+ years in hospitality guest services or FOH lead/host roles.
  
• Strong reconciliation and dispute documentation skills.
  
• POS, reservations/CRM, processor portals, Google Workspace; basic camera review.
  
• Late-night and weekend availability; able to stand or walk for long periods.
  

Competencies

• Leadership and Navigation
  
• Communication
  
• Relationship Management
  
• Ethical Practice
  
• Business Acumen
  
• Analytical Aptitude
  
• Customer Focus
  
• Decision Quality
  
• Technology Management
  
• Cultural Competence
  
• Coaching and Development