Assistant Manager, Service Hub

Company Overview: Millennium Investments is a leading force in construction and real estate development, with a legacy of creating world-class properties like The Crane and East Resort. Our commitment to innovation, quality, and excellence drives every project we undertake. We invite you to join our team of over 600 employees, to work at one of the most unique hospitality properties in Barbados and the oldest operating hotel in the Caribbean.

We are seeking an Assistant Manager, Service Hub to join our dynamic team and play a key role in supporting the Rooms function within our organisation. In this position, you will be eligible for employee benefits such as health and life insurance, exclusive employee discounts in our Food & Beverage Outlets, exclusive discounts to stay at our resorts, exclusive rates for 50+ affiliate resorts worldwide and discounts on gym membership.

Applications open to Barbadian nationals, CARICOM Nationals eligible to work in Barbados or eligible for Free Movement of Skills/Labour Certificate and Foreign Nationals with permission to reside and work in Barbados. Role Overview: The Assistant Manager, Service Hub, supports the daily operations of the Service Hub, ensuring guest queries, requests, and concerns are handled efficiently, professionally, and with a high standard of service.

The role assists with team leadership, service recovery, performance management, scheduling, reporting, and departmental administration, while supporting Room Service Call Centre operations and promoting Inspired Hospitality to deliver exceptional guest experiences. Main Key Responsibilities: Support the daily operations of the Service Hub, ensuring efficient, professional, and consistent guest service.

Oversee the handling, follow-up, and resolution of guest requests, concerns, and service recovery matters. Coordinate Room Service call centre operations, including order-taking, accurate system entry, communication with relevant departments, and timely fulfilment. Monitor guest feedback and online reputation platforms, ensuring enquiries, complaints, and cases are investigated and resolved within established service standards.

Maintain strong guest relations through proactive communication, effective problem-solving, and appropriate service recovery. Monitor service delivery standards, call handling, guest correspondence, operational reports, and departmental KPIs to identify opportunities for improvement. Coach, mentor, and support Service Hub team members, providing guidance on guest service, Room Service procedures, menu knowledge, and performance standards.

Prepare and manage departmental schedules, payroll, records, reports, and other administrative requirements. Assist with performance management, probationary reviews, quality assurance, corrective action, and employee relations matters. Promote effective communication and collaboration between the Service Hub and other operational departments to ensure seamless guest experiences.

Represent the Service Hub Manager when required and provide operational leadership and support throughout each shift. Ensure compliance with hotel policies, departmental procedures, service standards, confidentiality requirements, and Inspired Hospitality principles. Perform other related duties as assigned by management.

Required Skills

& Qualifications: Secondary school education or equivalent qualifications. Certification in Hospitality, Tourism, Business Administration, or related discipline is an asset. Supervisory or leadership training is considered an advantage. Minimum of two (2) years' experience in a hospitality, customer service, or call center environment.

Previous supervisory or team leadership experience is preferred. Experience handling guest complaints and service recovery. Experience using hotel management systems and guest service platforms is desirable. Strong leadership and supervisory skills. Excellent customer service and guest relations skills. Excellent written and verbal communication skills.

Strong organisational and time management skills. Ability to motivate, coach, and develop employees. Strong interpersonal, conflict resolution, and decision-making skills. Strong analytical, investigative, and problem-solving abilities. Ability to work effectively in a fast-paced environment while managing competing priorities.

Ability to remain calm under pressure and exercise sound judgement. Proficiency in Microsoft Office Suite. Knowledge of hotel operations and guest service standards. Understanding service recovery principles and complaint resolution. Knowledge of Microsoft Office applications. Familiarity with Hotel Operations Management Systems, Alice, Revinate, Qualtrics, Hilton Guest Assistance, Booking.

com, Expedia, Alliants and similar hospitality platforms. Knowledge of scheduling, payroll processes, performance management, and quality assurance practices. Desired Qualities: Experience in a luxury hotel or resort environment. Experience supervising a hospitality call centre or Service Hub. Experience managing online reputation platforms.

Leadership or coaching certification. Ability to work weekends, evenings, public holidays, and peak operational periods. Ability to remain seated and use a computer and telephone for extended periods. Ability to move throughout the Resort to support operational requirements. Ability to maintain concentration while managing multiple priorities simultaneously.

Applications close on October 11, 2026. Please note that only suitably qualified applicants will be invited to interview.