Glass House Retreat, near Upminster, Essex- No access via public transport- access to a car and driving license essential!
Full Time employment
The Customer Care Manager is responsible for leading the Customer Care department, ensuring an exceptional guest experience throughout every stage of the guest journey. The role encompasses Reception, Reservations and a heavy involvement in the Deli/Restaurant operation, requiring a hands-on leader who can oversee both guest services and food service delivery while maintaining the highest standards of hospitality.
The role is responsible for managing, developing and motivating the Customer Care team, ensuring outstanding customer service, efficient day-to-day operations and consistent delivery of the Glass House Retreat brand standards.
In addition to departmental leadership, the Customer Care Manager forms part of the Duty Manager team, taking responsibility for the overall operation of the retreat during designated shifts. This includes supporting all departments, specifically reception, leading the operational team, resolving guest issues and ensuring the retreat operates safely, efficiently and to the highest standard.
Shift Work Mon-Sun - must be fully flexible
Competitive salary + benefits
28 days annual leave
Employee discount
Retreat stays and treatment discounts
Employee of the month rewards
Use of the all facilities
Complimentary meals twice weekly
Website: www.glasshouseretreat.co.uk
Experience & Qualifications
- Previous management or supervisory experience within luxury hospitality, boutique hotels, wellness retreats or high-end restaurants.
- Experience managing customer service, restaurant or front-of-house teams.
- Experience overseeing restaurant or food service operations.
- Strong experience in complaint handling and guest service recovery.
- Experience using hotel or spa booking systems.
- Excellent working knowledge of Microsoft Office.
- Previous Duty Manager, Front Office Manager, Restaurant Manager or Operations Manager experience is highly desirable.
Personal Attributes
- Passionate about delivering exceptional hospitality and guest experiences.
- Hands-on leader who enjoys working alongside the team.
- Positive, approachable and professional.
- Flexible, adaptable and solutions-focused.
- Highly organised with exceptional attention to detail.
- Reliable, trustworthy and committed to maintaining the highest standards.
- Genuine interest in health, wellbeing and luxury hospitality.
Shift times - Monday to Sunday. Full Flexibility is required.
Early - 7am-4pm
Mid - 8-5pm
Late - 11.00am-8.00pm
Working at least 2 weekends per month - 1.5 weekends off minimum.
Access to a car and a driving licence required.
Job Types: Part-time, Permanent
Pay: From £31,000.00 per year
Benefits:
- Company events
- Company pension
- Discounted or free food
- Employee discount
- Free parking
- Gym membership
- Health & wellbeing programme
- On-site gym
- On-site parking
- Referral programme
- Store discount
Experience:
- Hospitality: 1 year (required)
Licence/Certification:
- Driving Licence (required)
Work Location: In person
