Senior Guest Experience Team Lead

2 days ago

Paranaque City, Calabarzon, Philippines beBeeExperience Full time $50,000 - $80,000
Guest Experience Manager

This is a senior role that involves overseeing the guest experience team.

The Guest Experience Manager will be responsible for managing a remote team of guest experience specialists. This includes handling guest inquiries, resolving issues, coordinating with operations to ensure apartments are guest-ready, and driving improvements to guest satisfaction.


Key Responsibilities:
  • Manage a team of 3-10 remotely distributed guest experience specialists to deliver exceptional service during each shift.
  • Work flexible hours, including weekends and some weekdays off.
  • Be accountable for team metrics and direct reports, striving to reach 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 mutually beneficially.
  • 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 aligned with issue volume and specialist availability.

Requirements:
  • 3+ years of service industry experience.
  • 2+ years of management experience, managing a customer service team or call center.
  • Effective communication and organizational skills.
  • Strong analytical, strategic, and collaborative skills.
  • Demonstrated ability to write SOPs and provide process improvements.
  • Independent in handling routine GX workflows.
  • Reliable, on-time, and follow-through on commitments.
  • Proactive and decisive when needed.
  • A lighthearted team player committed to uplifting coworkers.
  • Fearless handling of guest issues with a calm demeanor.
  • Eager to learn new systems and platforms.

Plus if:
  • You have hospitality industry experience.
  • You have contact center experience.
  • You have workforce management experience, including scheduling and forecasting.
  • You're familiar with Kustomer CRM.
  • You have experience in a small company or start-up environment.

Success Metrics:
  • Helped the team develop direct reports to reach Guest Experience Quality, Efficiency, and Productivity goals.
  • Contributed to foundational SOPs to improve level of service.
  • Trained and coached direct reports to provide exceptional service.
  • Routinely de-escalated guest issues with empathy and mutual resolution.

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