Delivering Exceptional Guest Experiences

10 hours ago

Batangas, Calabarzon, Philippines beBeeGuestExperience Full time ₱300,000 - ₱500,000
Job Summary

The Guest Experience Manager I oversees the management of a team responsible for delivering exceptional service to guests, ensuring their positive experience with our accommodations. Key responsibilities include managing and guiding the guest experience specialists to guarantee seamless service delivery, maintaining high productivity and efficiency metrics, resolving escalated guest issues promptly and effectively, and contributing to policy adherence and new technology implementation.

Key Responsibilities:
  • Manage a team of 3-10 distributed Guest Experience Specialists to ensure outstanding service delivery during each shift
  • Work weekends in place of traditional weekday breaks, allowing for flexibility and adaptability
  • Maintain accountability for team performance and individual direct reports' success, focusing on reaching key OKRs for productivity, efficiency, and quality
  • Oversee guest communication and personalized support; provide assistance via phone, SMS, WhatsApp, chat, and email
  • Quickly resolve escalated guest issues to achieve mutually beneficial outcomes
  • Support trust and safety initiatives
  • Collaborate on policy adherence and new technology integration
  • Ensure system adherence, oversight, and process documentation
  • Schedule team shifts to ensure 24/7 coverage aligning with issue volume and specialist availability

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