Lead Guest Experience Specialist

2 days ago

Mabalacat, Central Luzon, Philippines beBeeGuestExperience Full time ₱4,500,000 - ₱7,500,000
Remote Guest Experience Leader

This role oversees a team of guest experience specialists who handle inquiries, resolve issues, and ensure apartments are guest-ready.


  • Manage a distributed team to deliver exceptional service during each shift.
  • Work non-traditional weekends with two consecutive weekdays off.
  • Monitor metrics for the team and direct reports, striving for OKRs in productivity, efficiency, and quality.
  • Oversee guest communications, providing support via various channels.
  • Quickly resolve escalated issues to mutually beneficial outcomes.
  • Manage reservations calendars and booking platforms.
  • Support trust and safety tasks.
  • Contribute to policy adherence and new tech implementation.
  • Ensure system adherence, oversight, and process documentation.

Key Qualifications
  • At least 3 years of service industry experience.
  • 2+ years of management experience, preferably in customer service or call centers.
  • Effective communication and organizational skills, with the ability to lead by example.
  • Strong analytical, strategic, and collaborative skills.
  • Demonstrated ability to write SOPs and provide process improvements.
  • Independent handling of routine workflows, with attention to detail.
  • Reliability, punctuality, and follow-through on commitments.
  • Proactive problem-solving and decision-making.
  • A lighthearted team player committed to uplifting colleagues.
  • Fearless handling of guest issues with a calm demeanor.

About This Role
  • Develop and implement strategies to improve guest satisfaction.
  • Contribute to foundational SOPs to enhance our level of service.
  • Train and coach direct reports to provide exceptional service.
  • De-escalate guest issues effectively and efficiently.

Benefits
  • A dynamic work environment with opportunities for growth.
  • A chance to make a meaningful impact on guest experiences.
  • Collaborative team atmosphere with like-minded professionals.

About Us

We are a leading hospitality brand that has revolutionized the industry with our innovative operating system. Our mission is to deliver high-quality experiences to guests while improving profitability for our partners.

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