Remote Guest Experience Manager

2 days ago

Mandaue City, Central Visayas, Philippines beBeeGuest Full time ₱1,000,000 - ₱1,500,000
Job Overview

We are seeking a highly skilled Guest Experience Manager to oversee the delivery of exceptional service and ensure our guests have a positive experience.


Key Responsibilities:
  • Manage a team of guest experience specialists to ensure seamless communication and resolution of guest issues.
  • Develop and implement strategies to improve guest satisfaction, productivity, and efficiency.
  • Oversee guest communications and personalized service, providing support via phone, email, and chat.
  • Resolve escalated guest issues quickly and effectively.
  • Manage reservations calendar and booking platforms.

Qualifications and Skills:
  • At least 3 years of experience in the service industry.
  • Proven management experience, with a track record of successfully leading a customer service team.
  • Excellent communication, organizational, and analytical skills.
  • Ability to write SOPs and provide process improvements.
  • Independent and self-motivated, with a strong attention to detail.
  • A lighthearted team player committed to uplifting colleagues and driving business success.

Preferred Qualifications:
  • Experience in the hospitality industry.
  • Workforce management experience, including scheduling and forecasting.
  • Familiarity with CRM systems.
  • Background in a small company or start-up environment.

Success Metrics:
  • Help the team achieve all Guest Experience Quality, Efficiency, and Productivity goals.
  • Contribute to foundational SOPs to improve our level of service.
  • Train and coach direct reports to provide exceptional service.
  • Routinely and systematically de-escalate guest issues with empathy and to mutually beneficial resolutions.

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