Lead Guest Experience Specialist

2 days ago

Cagayan de Oro, Northern Mindanao, Philippines beBeeExperience Full time ₱5,000,000 - ₱8,000,000

Job Title: Guest Experience Manager I

We are seeking a highly skilled Guest Experience Manager I to lead our team in providing exceptional service to our guests. As a key member of our team, you will be responsible for managing a remote guest experience team, ensuring that every interaction with our guests is memorable and positive.

  • Responsibilities:
  • Manage a team of 3-10 remotely distributed guest experience specialists to ensure exceptional service delivery during each shift
  • Work weekends and weekdays, taking care of your work-life balance
  • 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
  • Manage reservations calendar/booking platforms
  • 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

Qualifications:

  • At least 3 years of experience in the service industry
  • 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

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