Service Excellence Director

2 days ago

Quezon City, National Capital Region, Philippines beBeeGuestExperience Full time ₱6,000,000 - ₱9,990,000
Job Title

Guest Experience Manager I is responsible for leading a team of specialists to deliver exceptional service during each shift.


Responsibilities
  • Manage a team of 3-10 remotely distributed guest experience specialists.
  • Work flexible hours, including weekends, with two consecutive weekdays off as your weekend.
  • Be accountable for team metrics and direct reports, aiming to reach OKRs for productivity, efficiency, and quality.
  • Oversee guest communications and personalized service, providing support via multiple channels.
  • 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 for 24/7 coverage, aligning 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, with a focus on creative solutions and guest satisfaction.
  • Strong analytical, strategic, and collaborative skills.
  • Demonstrated ability to write SOPs and provide process improvements.
  • Independent at handling routine GX workflows.
  • Reliable, consistent, and follow-through-oriented.
  • Proactive, decisive, and calm under pressure.
  • A lighthearted team player committed to uplifting coworkers and the company.
  • Fearless handling of guest issues with a positive demeanor.
  • Eager to learn new systems and platforms in a tech startup.

Benefits

This role offers a unique opportunity to work with a remote team and contribute to improving guest satisfaction. If you are a motivated and organized individual with strong communication skills, we encourage you to apply.


What We Offer

We offer a dynamic and supportive work environment, opportunities for growth and development, and a competitive compensation package.


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