Customer Service Manager

Job Title: Customer Service Manager

About 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. We’re now seeking a passionate and experienced Customer Service Manager to oversee and elevate our front-of-house and guest service operations across our venues.

Role Overview

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.

Key Responsibilities

Oversee daily customer service operations across Six Degrees, Chanya Thai, and Venice Albany

Recruit, train, and mentor front-of-house teams, including reception, hosts, and waitstaff

Develop and implement customer service SOPs, service scripts, and response protocols

Monitor customer feedback (in-person, online reviews, feedback forms) and resolve escalations

Ensure service consistency across venues and shifts

Collaborate with the kitchen, bar, and accommodation teams to deliver seamless guest experiences

Manage staffing schedules, shift handovers, and roster planning

Train FOH staff on upselling, service recovery, and cross-promotion techniques

Work closely with venue managers and the operations team on event service planning and customer flows

Track and report on customer satisfaction metrics and service performance improvements

What We’re Looking For

Minimum 3 years of experience in hospitality or venue-based customer service management

Strong leadership and interpersonal skills with a hands-on, team-first approach

Proven ability to lead FOH teams in fast-paced service environments

Confidence in handling guest concerns, resolving issues, and training others to do the same

Excellent communication skills – both verbal and written

Passion for hospitality, guest experience, and service innovation

Familiarity 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 plus

What We Offer

Leadership role across diverse and vibrant venues in regional WA

A supportive management team and collaborative workplace culture

Competitive salary + bonus opportunities

Discounts on food, drinks, accommodation, and retail offerings

Career growth opportunities as ZHost expands its network

The chance to contribute to hospitality innovation and customer experience strategies

How to Apply

Submit your resume and short cover letter to: [email protected]