Remote Guest Experience Manager

7 days ago

Tanauan, Calabarzon, Philippines beBeeGuestExperience Full time ₱2,500,000 - ₱3,500,000
Job Opportunity

We are seeking a seasoned professional to manage a team of guest experience specialists and drive excellence in customer service delivery.

The ideal candidate will have a proven track record in managing high-performing teams, effective communication skills, and a passion for delivering exceptional guest experiences.

  • Manage a team of 3 - 10 remotely distributed guest experience specialists to ensure exceptional service delivery during each shift
  • Work Saturdays and Sundays. In place of a traditional weekend, you'll take two consecutive weekdays as your weekend.
  • Be accountable to the metrics of the team and that of 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
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
About the Role

In one year, you will succeed at this role 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
Our Values

We prioritize automation, AI-driven pricing, and data-driven decision-making to optimize revenue and improve guest experiences.

We build technology that combines with our innovative operations to grow a globally scalable offering that delivers high-quality stays to guests.

We believe in creating a positive, lasting impression of our brand so guests come back to stay with us again and again.

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