Guest Experience Team Lead

1 day ago

Bacoor, Calabarzon, Philippines beBeeLeader Full time ₱1,200,000 - ₱1,680,000
Remote Guest Experience Team Lead

We are looking for a skilled leader to oversee our remote guest experience team.


About the Role

This is an exciting opportunity to manage a team of guest experience specialists, ensuring exceptional service delivery during each shift. The ideal candidate will be accountable for metrics and have a proven track record of achieving productivity, efficiency, and quality goals.


Key Responsibilities
  1. Manage a team of 3-10 remotely distributed guest experience specialists.
  2. Work Saturdays and Sundays, taking two consecutive weekdays as your weekend off.
  3. Be accountable for team and direct report metrics, with the goal of reaching OKRs for productivity, efficiency, and quality.
  4. Oversee guest communications and personalized service, providing support via phone, SMS, WhatsApp, chat, and email.
  5. Resolve escalated guest issues quickly and to mutually beneficial outcomes.
  6. Manage reservations calendar/booking platforms.
  7. Support trust and safety tasks.
  8. Contribute to policy adherence and new tech implementation.
  9. Ensure system adherence, oversight, and process documentation.
  10. 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 by providing creative, robust, and thoughtful resolutions to our guests.
  • Strong analytical, strategic, and collaborative skills.
  • Demonstrated ability to write SOPs (standard operating procedures) and provide process improvements, filling in the gaps where needed.
  • Independent at handling all routine GX workflows: able to dive into the details while maintaining a bird's-eye-view.
  • Reliable, consistently on time, and follow through on what you promise.
  • Proactive by nature and able to act decisively when needed, especially in a pinch.
  • A lighthearted team player committed to uplifting your coworkers and the company.
  • Fearless handling of guest issues with a calm and positive demeanor.
  • Eager to learn new systems and platforms in a tech startup.

What You Will Achieve
  1. Help the team and develop your direct reports to reach all Guest Experience Quality, Efficiency, and Productivity goals.
  2. Contribute to foundational SOPs to improve our level of service.
  3. Train and coach your direct reports to provide exceptional service.
  4. Routinely and systematically de-escalate guest issues with empathy and to a mutually beneficial resolution.

About Us

We are a leading tech-enabled hotel and apartment hotel brand and manager. We've built a hospitality operating system that fundamentally improves the profitability of hospitality assets while delivering a high-quality, digitally forward experience to guests. We partner with owners of multifamily and boutique hospitality properties to provide stylish, professionally managed accommodations to business and leisure travelers.

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