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Guest Service Operations Manager

2 weeks ago

Manila, National Capital Region, Philippines beBeeExperience Full time ₱600,000 - ₱1,200,000
Remote Guest Experience Manager

Manage a team of guest experience specialists to ensure exceptional service delivery during each shift.

  • Work varied schedules including Saturdays and Sundays, with two consecutive weekdays off in place of traditional weekend time.
  • Be accountable for meeting metrics and OKRs for productivity, efficiency, and quality.
  • Oversee guest communications and provide support via phone, SMS, WhatsApp, chat, and email.
  • Resolve escalated guest issues quickly and to mutually beneficial outcomes.
  • Manage reservations calendar/booking platforms and 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.

Required skills include:

  • 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.
  • Fearless handling of guest issues with a calm and positive demeanor.
  • Eager to learn new systems and platforms in a fast-paced environment.

In one year, you will succeed at Kasa by:

  • Helping the team and developing your direct reports to reach all Guest Experience Quality, Efficiency, and Productivity goals.
  • Contributing to foundational SOPs to improve our level of service.
  • Trained and coached your direct reports to provide exceptional service.
  • Routinely and systematically de-escalated guest issues with empathy and to a mutually beneficial resolution.