CUSTOMER SERVICE COORDINATOR AT FOLIXX HOSPITALITY

About Company:

FoliXx Hospitality, established in 2018, provides a sophisticated and contemporary entertainment experience. From renowned themed nightlife events and live performances to exceptional restaurants and special occasions. We are a fast-growing and dynamic hospitality group with business units that include a Quick Service Restaurant (QSR), a Fine Dining Lounge, and a vibrant Nightclub.

We are recruiting to fill the position below

Job Description:

• The Customer Care Supervisor is responsible for leading a team of front-line customer care agents/maids/hostesses to ensure that every customer interaction is handled with care, speed, empathy, and professionalism.
• You’ll serve as the first escalation point for customer concerns, and work closely with management to track feedback trends, suggest improvements, and enforce a high standard of customer satisfaction across all units.

Responsibilities

• Supervise day-to-day activities of the customer care/frontline team.
• Ensure timely and professional resolution of all customer complaints, inquiries, and requests (in-person, via phone, or online).
• Track, log, and escalate recurring issues to management and operations for review.
• Mentor and coach junior customer service staff to ensure consistency in brand voice, etiquette, grooming, and tone.
• Perform regular checks on service delivery flow across customer touchpoints (entrance, seating, service, payment, etc.).
• Monitor staff-customer interactions to ensure warmth, courtesy, product knowledge, and engagement.
• Oversee and enforce company dress code, grooming, and hospitality culture among hostesses, maidens, and other customer-facing roles.
• Conduct briefings before shifts and debrief after shifts to share feedback and align expectations.
• Coordinate with Floor Supervisors, Kitchen, Bar, and Security teams to ensure smooth guest experience.
• Handle customer escalations and VIP/client concerns directly, ensuring swift and satisfactory resolution.
• Ensure effective management of reservation systems, appointment bookings, and guest list.
• Generate and submit customer feedback reports, reviews summaries, and incident logs weekly.

Requirements:

• Minimum of HND / Bachelor’s Degree in Hospitality, Business Administration, or related fields
• 2–4 years of proven experience in customer service, preferably within the hospitality, food service, or retail sector
• Minimum of 1 year in a supervisory or team lead role
• Flexible availability including nights, weekends, and public holidays
• Knowledge of customer service metrics and reporting is a plus
• Ability to speak confidently in English (additional local languages are a plus).

Qualifications and Skills:

• Strong leadership and supervisory skills
• Excellent communication and interpersonal abilities
• Problem-solving mindset with emotional intelligence
• High attention to detail and strong follow-through
• Ability to multitask in high-pressure environments
• Tech-savvy with experience in POS systems, reservation tools, or CRM platforms
• Professional appearance and demeanor.

Salary

Application Closing Date: Not specified

Application Instructions:

Interested and qualified candidates should send their CV and a short cover letter to: hr@folixxhospitality.com using "Customer Care Supervisor" as the subject of the email.