Customer Service Operations Manager

1 week ago

Dasmariñas, Calabarzon, Philippines beBeeGuest Full time $42,000 - $60,000
Job Title:

Guest Experience Manager


About the Role:

This position is responsible for managing a remote guest experience team. The successful candidate will oversee all aspects of guest communications, provide personalized service, and resolve escalated issues.


Key Responsibilities:
  • Manage a team of 3-10 remote guest experience specialists to ensure exceptional service delivery during each shift
  • Work flexible hours including Saturdays and Sundays with two consecutive weekdays off
  • Be accountable for team and individual metrics, driving productivity, efficiency, and quality
  • Oversee guest communications and personalize service via phone, SMS, WhatsApp, chat, and email
  • Resolve escalated guest issues quickly and effectively
  • Manage reservations calendars and booking platforms
  • Support trust and safety initiatives
  • Contribute to policy adherence and new technology implementation
  • Schedule team shifts to ensure 24/7 coverage aligning with issue volume and specialist availability

Requirements:

The ideal candidate will have a minimum of 3 years of service industry experience, 2+ years of management experience, effective communication and organizational skills, strong analytical and strategic abilities, and demonstrated ability to write SOPs and provide process improvements.


Benefits:

As a member of our team, you will contribute to foundational SOPs to improve our level of service, help develop direct reports to reach Guest Experience Quality, Efficiency, and Productivity goals, and train and coach your team to provide exceptional service.


About Us:

We are a leading hospitality operating system that delivers high-quality, digitally forward experiences to guests while improving profitability for owners of multifamily and boutique hospitality properties. We partner with owners to provide stylish, professionally managed accommodations to business and leisure travelers.


Equal Opportunity:

We are an Equal Opportunity Employer and do not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, disability, national origin, veteran status, or any other protected characteristic.

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