Exceptional Guest Experience Manager Wanted

2 days ago

Caloocan City, National Capital Region, Philippines beBeeGuest Full time ₱1,200,000 - ₱2,000,000
Guest Experience Manager RoleKasa is the leading tech-enabled hotel and apartment hotel brand and manager. We partner with owners of multifamily and boutique hospitality properties to provide stylish, professionally managed accommodations to business and leisure travelers.Job Description

We are looking for a Guest Experience Manager to create a positive, lasting impression of Kasa so guests come back to stay with us again and again. Your goal will be to manage a team of Specialists handling guest inquiries, resolving in-the-moment issues, coordinating with operations to ensure our apartments are always ready for guests, and taking initiative to find ways to improve guest satisfaction.

The role involves managing a team of 3 - 10 remotely distributed guest experience specialists to ensure exceptional service delivery during each shift. You will work Saturdays and Sundays, taking two consecutive weekdays as your weekend. You will be accountable to the metrics of the team and that of your direct reports, with the goal of reaching our OKRs for productivity, efficiency, and quality.

Responsibilities
  • Manage a team of Specialists to ensure exceptional service delivery during each shift
  • Work Saturdays and Sundays, taking two consecutive weekdays as your weekend
  • Be accountable to the metrics of the team and that of your direct reports, with the goal of reaching our 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 tech 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: 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 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
  • You've worked in the hospitality industry
  • You've worked in a contact center
  • You have workforce management experience, including scheduling and forecasting
  • You're familiar with the CRM: Kustomer
  • You have experience in a small company or start-up environment
Benefits

As a Guest Experience Manager, you will contribute to foundational SOPs to improve our level of service. You will train and coach your direct reports to provide exceptional service. You will routinely and systematically de-escalate guest issues with empathy and to a mutually beneficial resolution.

Who We Are

Our guests enjoy seamless check-ins, caring service, and attractive amenities. If anything comes up, our on-site and remote guest experience team is available throughout their stay, ensuring our hospitality is rarely seen but always felt.

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