Service Excellence Leader

15 hours ago

Las Piñas, National Capital Region, Philippines beBeeCustomerCentricity Full time ₱2,000,000 - ₱2,700,000

Job Description

As a Guest Experience Manager, you will lead a remote team of guest experience specialists in delivering exceptional service to our guests. You will be responsible for handling guest inquiries, resolving issues, and coordinating with operations to ensure apartments are guest-ready.

Main Responsibilities
  • Manage a team of 3-10 guest experience specialists to ensure exceptional service delivery during each shift.
  • Work Saturdays and Sundays, taking two consecutive weekdays off as your weekend.
  • Be accountable for team and individual metrics, striving to reach key performance indicators 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 contribute to policy adherence and new technology implementation.

 

Qualifications
  • 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 the ability to provide creative, robust, and thoughtful resolutions to guests.
  • Strong analytical, strategic, and collaborative skills.
  • Demonstrated ability to write standard operating procedures and provide process improvements.

About the Role

This is an exciting opportunity to join a leading hospitality company and contribute to delivering a high-quality, digitally forward experience to guests.

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