Hospitality Service Director

1 week ago

Manila, National Capital Region, Philippines beBeeHospitality Full time ₱800,000 - ₱1,000,000
Job Overview

We are seeking a highly skilled Hospitality Service Director to lead our guest experience team. As a key member of our organization, you will be responsible for managing a team of specialists to deliver exceptional service to our guests.

Your primary objective will be to create a positive and lasting impression of our brand, ensuring that our guests have a memorable and enjoyable stay with us. You will be accountable for overseeing the daily operations of the team, including coordinating with other departments to ensure seamless execution.

About the Role
  • Manage a team of 3-10 guest experience specialists to ensure exceptional service delivery during each shift
  • Work Saturdays and Sundays, with two consecutive weekdays as your weekend
  • Be accountable to the metrics of the team and 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
  • 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
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: 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
  • You've worked in the hospitality industry
  • You've worked in a contact center
  • You have workforce management experience, including scheduling and forecasting
  • You're familiar with the CRM: Kustomer
  • You have experience in a small company or start-up environment
Benefits

In one year, you will succeed at our organization by having:

  • Helped the team and developed your direct reports to reach all Guest Experience Quality, Efficiency, and Productivity goals
  • Contributed to foundational SOPs to improve our level of service
  • Trained and coached your direct reports to provide exceptional service
  • Routinely and systematically de-escalated guest issues with empathy and to a mutually beneficial resolution
About Us

We are a technology-driven hospitality organization dedicated to delivering high-quality experiences to our guests. We leverage innovative operations and cutting-edge technology to drive growth and scalability.

We value diversity and inclusion, and we strive to create a work environment that is welcoming and inclusive of all individuals. We do not discriminate based on any protected characteristic, and we are an equal opportunity employer.

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