Exceptional Guest Experience Leader

2 days ago

Pasay, National Capital Region, Philippines beBeeGuestExperienceManager Full time ₱6,000,000 - ₱8,000,000
Job Role Overview

The Guest Experience Manager I plays a pivotal role in managing a remote team, overseeing guest communications, and ensuring exceptional service delivery.


Key Responsibilities:
  • Lead a team of 3-10 remotely distributed specialists to deliver outstanding service during each shift
  • Work on non-traditional weekends, taking two consecutive weekdays off
  • Monitor and improve team metrics and direct reports, aiming to meet productivity, efficiency, and quality targets
  • Manage guest interactions via phone, SMS, WhatsApp, chat, and email
  • Resolve escalated guest issues quickly and effectively
  • Oversee reservations calendar/booking platforms and ensure seamless system adherence
  • Support trust and safety initiatives and contribute to policy adherence and new tech implementation
  • Ensure process documentation and schedule team shifts for 24/7 coverage that aligns with issue volume and specialist availability

Requirements:
  • Minimum 3 years of service industry experience
  • At least 2 years of management experience, managing a customer service team, call center, or other applicable management experience
  • Effective communication and organizational skills, with a focus on creative problem-solving and guest satisfaction
  • Strong analytical, strategic, and collaborative skills
  • Demonstrated ability to write SOPs (standard operating procedures) and provide process improvements
  • Independent at handling routine GX workflows, with a strong attention to detail
  • Reliable, consistently on time, and follow through on commitments
  • Proactive by nature, with the ability to act decisively when needed
  • A lighthearted team player committed to uplifting coworkers and contributing to company growth
  • Fearless handling of guest issues with a calm and positive demeanor
  • Eager to learn new systems and platforms in a dynamic environment

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