Guest Experience Manager

2 days ago

Lipa City, Calabarzon, Philippines beBeeLeadership Full time ₱800,000 - ₱1,200,000

We are seeking an experienced leader to join our team as a Guest Reservations Team Lead. In this role, you will be responsible for ensuring that our guest reservations operations consistently deliver world-class service to guests across our growing portfolio of premium properties.

Key Responsibilities:
  • Lead, coach and mentor a high-performing team of Guest Reservations Experts to ensure alignment with service standards.
  • Oversee day-to-day team operations, monitor key performance indicators (KPIs) such as response times, resolution rates and guest satisfaction, and implement strategies for continuous improvement.
  • Act as the go-to support for complex or escalated guest issues, including reservations, payments and service-related concerns.
  • Work cross-functionally with other departments to ensure smooth operational handovers and alignment with broader company goals.
  • Provide clear and constructive feedback through regular check-ins, performance reviews and development plans for team members.
  • Ensure the team maintains accurate and timely communication with guests across channels including email and web chat.
  • Promote a culture of accountability, initiative and guest-first thinking within the team.
Requirements:
  • Proven experience in a customer support or hospitality role, with at least 2 years in a leadership position.
  • Strong understanding of hotel booking systems, travel platforms and customer support tools.
  • Exceptional communication and interpersonal skills, with the ability to lead and motivate a team.
  • Analytical mindset with the ability to monitor and interpret team performance metrics.
  • Ability to manage multiple tasks in a fast-paced environment while maintaining a guest-focused approach.
  • Willingness to work on rotational shifts, following AEST and UK time zones.

This is a fantastic opportunity to join a dynamic team and take your career to the next level. If you are passionate about delivering exceptional guest experiences and fostering a high-performing team, we encourage you to apply.

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