Service Delivery Manager

2 days ago

Taguig, National Capital Region, Philippines beBeeGuest Full time ₱3,200,000 - ₱4,400,000
Job Description

We are seeking a highly skilled Guest Experience Manager to join our team. In this role, you will be responsible for creating a positive and lasting impression of our hospitality brand so that guests return to stay with us again and again.

You will manage a team of specialists who handle guest inquiries, resolve in-the-moment issues, coordinate with operations to ensure our apartments are always ready for guests, and take initiative to improve guest satisfaction.

Key Responsibilities
  • Manage a team of guest experience specialists to ensure exceptional service delivery during each shift
  • Oversee guest communications and personalized service; provide support via phone, SMS, WhatsApp, chat, and email
  • Resolve escalated guest issues quickly and to mutually beneficial outcomes
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: ability to help guests and lead by example
  • Strong analytical, strategic, and collaborative skills
  • Demonstrated ability to write SOPs (standard operating procedures) and provide process improvements
  • Independent at handling routine GX workflows: able to dive into details while maintaining a bird's-eye-view
  • Reliable, consistently on time, and follow through on commitments
  • Proactive and decisive when needed, especially in high-pressure situations
  • Lighthearted team player committed to uplifting 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
  • Experience working in the hospitality industry, contact center, workforce management, CRM: Kustomer, and small companies or startups
Success Factors
  • Helped the team and developed direct reports to reach Guest Experience Quality, Efficiency, and Productivity goals
  • Contributed to foundational SOPs to improve our level of service
  • Trained and coached 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 leading tech-enabled hotel and apartment hotel brand and manager. We have built a hospitality operating system that fundamentally improves the profitability of hospitality assets while delivering a high-quality, digitally forward experience to guests.

We partner with owners of multifamily and boutique hospitality properties to provide stylish, professionally managed accommodations to business and leisure travelers. Our goal is to create a new class of hospitality that is well-priced, reliable, and offers a large selection of great locations.

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