Remote Guest Experience Team Lead

18 hours ago


Pasig, National Capital Region, Philippines beBeeGuest Full time ₱4,000,000 - ₱8,000,000
Job Overview

The Guest Experience Manager oversees a remote team, handling guest inquiries, resolving in-the-moment issues, and coordinating with operations to ensure apartments are guest-ready.

Main Responsibilities
  • Manage a team of guest experience specialists to deliver exceptional service during each shift.
  • Be accountable for team metrics and direct reports, aiming to reach productivity, efficiency, and quality goals.
  • 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.

Requirements
  • Experience in the hospitality industry or contact center is desired.
  • Familiarity with workforce management, including scheduling and forecasting, is beneficial.
  • Knowledge of CRM systems, such as Kustomer, is an asset.

Succeeding at Our Organization
  • Develop and train direct reports to achieve Guest Experience Quality, Efficiency, and Productivity goals.
  • Contribute to foundational SOPs to enhance our level of service.
  • Train and coach direct reports to provide exceptional service.


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