Guest Experience Leader

1 day ago

Angeles City, Central Luzon, Philippines beBeeHospitality Full time ₱1,500,000 - ₱2,500,000

We are seeking an experienced leader to fill a key role in our organization. The Guest Experience Manager I will be responsible for managing a remote team of guest experience specialists, ensuring exceptional service delivery during each shift.

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  • 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
  • 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, ensuring 24/7 coverage that aligns with issue volume and specialist availability
  • Complete other tasks for process improvement or training as needed to guarantee that the Kasa Guest Experience Team is efficient, successful, and celebrated
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
  • Demonstrated ability to write SOPs (standard operating procedures) and provide process improvements, filling in the gaps where needed
  • Independent at handling all routine GX workflows: able to dive into the details while maintaining a bird's-eye-view
  • Reliable, consistently on time, and follow through on what you promise
  • Proactive by nature and able to act decisively when needed, especially in a pinch
  • A lighthearted team player committed to uplifting your coworkers and the organization
  • Fearless handling of guest issues with a calm and positive demeanor
  • Eager to learn new systems and platforms in a tech startup
Benefits
  • Opportunity to work with a leading tech-enabled hotel and apartment hotel brand
  • Chance to develop and grow within a dynamic organization
  • Collaborative and supportive work environment
About Us

We partner with owners of multifamily and boutique hospitality properties to provide 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

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