Guest Experience Manager

7 hours ago

Pasig, National Capital Region, Philippines beBeeGuestExperience Full time ₱600,000 - ₱800,000
Job Overview

This role focuses on delivering exceptional guest experiences, ensuring seamless and enjoyable interactions. The Guest Experience Manager will lead a team of Specialists to handle guest inquiries, resolve in-the-moment issues, and collaborate with operations to ensure apartments are always ready for guests.

Key Responsibilities
  • Lead a team of 3-10 remotely distributed guest experience specialists to deliver exceptional service during each shift.
  • Work Saturdays and Sundays, taking two consecutive weekdays as your weekend.
  • Achieve team metrics and direct reports' 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.
  • Support trust and safety tasks.
  • Contribute to policy adherence and new technology 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, with a focus on helping guests and leading by example.
  • Strong analytical, strategic, and collaborative skills.
  • Demonstrated ability to write standard operating procedures and provide process improvements.
  • Independent handling of routine GX workflows, with a bird's-eye-view perspective.
  • Reliable, consistently on time, and follow-through on commitments.
  • A lighthearted team player committed to uplifting coworkers and the organization.
  • Fearless handling of guest issues with a calm and positive demeanor.

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