Guest Experience Manager

2 days ago

Cabuyao, Calabarzon, Philippines beBeeGuest Full time ₱4,250,000 - ₱6,250,000
Job Overview

Create a positive, lasting impression of the organization for guests to ensure they return again and again. As a Guest Experience Manager I, you will be accountable for managing a team of specialists handling guest inquiries, resolving in-the-moment issues, coordinating with operations to ensure apartments are ready for guests, and finding ways to improve guest satisfaction.

Key Responsibilities
  • Manage a team of 3-10 remotely distributed guest experience specialists to ensure exceptional service delivery during each shift.
  • Work on Saturdays and Sundays; take two consecutive weekdays off as your weekend.
  • Be accountable for team and direct reports' metrics, aiming to reach OKRs for productivity, efficiency, and quality.
  • Oversee guest communications and personalized service; provide support via phone, SMS, WhatsApp, chat, and email.
  • Resolve escalated guest issues quickly and to mutually beneficial outcomes.
  • Support trust and safety tasks.
  • Contribute to policy adherence and new tech implementation.
  • Ensure system adherence, oversight, and process documentation.
  • Schedule team shifts, ensuring 24/7 coverage that aligns with issue volume and specialist availability.
Requirements
  • 3+ years of service industry experience.
  • 2+ years of management experience, managing a customer service team, call center, or other applicable management experience.
  • Effective communication and organizational skills: help guests and lead by example providing creative, robust, and thoughtful resolutions.
  • Strong analytical, strategic, and collaborative skills.
  • Demonstrated ability to write SOPs (standard operating procedures) and provide process improvements, filling gaps where needed.
  • Independent at handling routine GX workflows: dive into details while maintaining a bird's-eye-view.
  • Reliable, consistently on time, and follow through on promises.
  • Proactive and decisive when needed, especially in a pinch.
  • Lighthearted team player committed to uplifting coworkers and the organization.
  • Fearless handling of guest issues with a calm and positive demeanor.
  • Eager to learn new systems and platforms in a technology startup.
  • Experience in the hospitality industry and contact centers.
  • Workforce management experience, including scheduling and forecasting.
  • Familiarity with the CRM: Kustomer.
  • Experience in small companies or startup environments.
Success Metrics
  • Help team and develop direct reports to reach Guest Experience Quality, Efficiency, and Productivity goals.
  • Contribute to foundational SOPs to improve our level of service.
  • Train and coach direct reports to provide exceptional service.
  • Routinely and systematically de-escalate guest issues with empathy and to mutually beneficial outcomes.

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