Remote Guest Experience Manager

14 hours ago


Davao City, Davao, Philippines beBeeGuestExperience Full time ₱5,000,000 - ₱7,500,000
Job Overview

This role as Guest Experience Manager I involves managing a remote team, handling guest inquiries, resolving issues, coordinating with operations to ensure readiness, and driving improvements to satisfaction.


Key Responsibilities
  • Manage a team of 3 - 10 remotely distributed specialists to ensure exceptional service delivery during each shift
  • Work non-traditional shifts. You'll take two consecutive weekdays off in place of a weekend
  • Be accountable to the metrics of the team and that of your direct reports, with the goal of reaching productivity, efficiency, and quality objectives
  • Oversee guest communications and personalized service; providing support via phone, SMS, WhatsApp, chat, and email
  • Resolve escalated guest issues quickly and to mutually beneficial outcomes
  • Manage reservations calendar/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, 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: you love helping guests and leading by example
  • Strong analytical, strategic, and collaborative skills
  • Demonstrated ability to write SOPs and provide process improvements
  • Independent at handling all routine GX workflows
  • Reliable, consistently on time, and follow through on commitments
  • Proactive and able to act decisively when needed
  • A lighthearted team player committed to uplifting coworkers
  • Fearless handling of guest issues with a calm demeanor
  • Eager to learn new systems and platforms


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