Remote Guest Experience Leader

2 days ago

Cavite City, Calabarzon, Philippines beBeeGuest Full time ₱2,500,000 - ₱5,000,000
Job Overview

We are seeking a highly skilled Guest Experience Manager to join our team. As a Guest Experience Manager, you will be responsible for managing a remote guest experience team, handling guest inquiries, resolving in-the-moment issues, and driving improvements to guest satisfaction.


Main Responsibilities
  • Manage a team of 3-10 remotely distributed guest experience specialists to ensure exceptional service delivery during each shift.
  • Work flexible schedules, with weekends off as desired.
  • Be accountable to the metrics of the team and direct reports, aiming to reach OKRs for productivity, efficiency, and quality.
  • 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 and support trust and safety tasks.
  • 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, with a passion for helping guests and leading by example.
  • Strong analytical, strategic, and collaborative skills.
  • Demonstrated ability to write SOPs (standard operating procedures) and provide process improvements.
  • Independent at handling routine GX workflows, able to dive into details while maintaining a bird's-eye-view.
  • Reliable, consistently on time, and follow through on promises.
  • Proactive by nature and able to act decisively when needed.
  • A lighthearted team player committed to uplifting 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 environment.

Preferred Qualifications
  • Experience in the hospitality industry.
  • Background in a contact center or workforce management.
  • Familiarity with CRM: Kustomer.
  • Experience in a small company or start-up environment.

About This Role

This is an exciting opportunity to join our team and contribute to the growth of our organization. As a Guest Experience Manager, you will have the chance to develop your leadership skills, work with a talented team, and make a real impact on our guests' experiences.


Benefits

We offer a competitive compensation package, opportunities for professional growth and development, and a dynamic work environment.

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