Remote Team Lead

2 days ago

Pulong Santa Cruz, Calabarzon, Philippines beBeeGuest Full time ₱4,500,000 - ₱8,500,000

Job Title: Guest Experience Manager I

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About the Role:

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  • Manage a remote team of guest experience specialists to deliver exceptional service during each shift
  • Work Saturdays and Sundays, with two consecutive weekdays as your weekend
  • Be accountable for team and direct reports' metrics, aiming to reach productivity, efficiency, and quality goals
  • Oversee guest communications and personalized service via multiple channels
  • Resolve escalated guest issues efficiently and effectively
  • Manage reservations calendar and booking platforms
  • Support trust and safety tasks
  • Contribute to policy adherence and new tech implementation
  • Ensure system adherence, oversight, and process documentation
  • Schedule team shifts for 24/7 coverage aligning with issue volume and specialist availability
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Required Skills and Qualifications:

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  • 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
  • Strong analytical, strategic, and collaborative skills
  • Able to write SOPs and provide process improvements
  • Independent in handling routine GX workflows
  • Reliable, on time, and follows through on commitments
  • Proactive and decisive in handling guest issues
  • Lighthearted team player committed to uplifting coworkers and company
  • Fearless in handling guest issues with a calm and positive demeanor
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Benefits:

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  • Help the team develop direct reports to reach Guest Experience Quality, Efficiency, and Productivity goals within one year
  • Contribute to foundational SOPs to improve service level
  • Train and coach direct reports to provide exceptional service
  • De-escalate guest issues regularly and systematically with empathy and mutual resolution
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Company Overview:

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Kasa is a leading tech-enabled hotel and apartment hotel brand and manager. We've created a hospitality operating system that improves profitability while delivering a high-quality, digitally forward experience to guests.

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Equal Opportunity Employer:

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We do not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by law.

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