Guest Experience Manager

1 week ago

Hagonoy, Central Luzon, Philippines beBeeExperience Full time ₱600,000 - ₱850,000
Remote Guest Experience Manager

We are seeking a talented Guest Experience Manager to join our team. As a Guest Experience Manager, you will be responsible for creating a positive and lasting impression of our company by delivering exceptional service to our guests.

The successful candidate will have 3+ years of service industry experience, including 2+ years of management experience managing a customer service team or call center. They will also possess effective communication and organizational skills, as well as strong analytical, strategic, and collaborative skills.

  • Key Responsibilities:
  • Manage a team of guest experience specialists to ensure exceptional service delivery during each shift.
  • Work Saturdays and Sundays, with two consecutive weekdays off in place of a traditional weekend.
  • Be accountable to the metrics of the team and that of your direct reports, with the goal of reaching our productivity, efficiency, and quality targets.
  • 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 technology 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 or call center.
  • Effective communication and organizational skills.
  • Strong analytical, strategic, and collaborative skills.
  • Demonstrated ability to write SOPs (standard operating procedures) and provide process improvements.
  • Independent at handling all routine GX workflows.
  • Reliable, consistently on time, and follow through on commitments.
  • Proactive by nature and able to act decisively when needed.
  • A 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.

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 deliver stylish, professionally managed accommodations to business and leisure travelers. We took the best that hotels and short-term rentals had to offer and created a new class of hospitality that is well-priced, reliable, and offers a large selection of great locations.

We are an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by law.

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