Exceptional Guest Experience Leader

3 days ago

Manila, National Capital Region, Philippines beBeeCustomerService Full time ₱2,400,000 - ₱4,800,000
Job Summary

We are seeking an exceptional Guest Experience Manager I to join our team. As a key member of our organization, you will be responsible for leading a remote guest experience team, handling guest inquiries, and resolving in-the-moment issues.


About the Role

This is a highly collaborative and dynamic role that requires strong leadership and communication skills. You will oversee guest communications, provide support via various channels, and resolve escalated guest issues quickly and efficiently.


Key Responsibilities
  • Lead a Remote Guest Experience Team: Manage a team of 3-10 remotely distributed guest experience specialists to ensure exceptional service delivery during each shift.
  • Work Schedule: Work Saturdays and Sundays, with two consecutive weekdays off as your weekend.
  • Metrics and Goals: Be accountable to the metrics of the team and that of your direct reports, with the goal of reaching our Key Performance Indicators (KPIs) for productivity, efficiency, and quality.
  • Guest Communications: Oversee guest communications and personalized service, providing support via phone, SMS, WhatsApp, chat, and email.
  • Issue Resolution: Resolve escalated guest issues quickly and to mutually beneficial outcomes.
  • Calendar Management: Manage reservations calendar/booking platforms.

Requirements
  • Experience: 3+ years of service industry experience and 2+ years of management experience, managing a customer service team, call center, or other applicable management experience.
  • Skills: Effective communication and organizational skills, strong analytical, strategic, and collaborative skills, ability to write SOPs (standard operating procedures), and provide process improvements.
  • Personal Qualities: 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.

Plus If...
  • Hospitality Experience: You've worked in the hospitality industry.
  • Contact Center Experience: You've worked in a contact center.
  • Workforce Management Experience: You have workforce management experience, including scheduling and forecasting.
  • CRM Familiarity: You're familiar with the CRM: Kustomer.
  • Start-up Environment: You have experience in a small company or start-up environment.

Success Metrics
  • Team Performance: Helped the team and developed your direct reports to reach all Guest Experience Quality, Efficiency, and Productivity goals.
  • SOP Development: Contributed to foundational SOPs to improve our level of service.
  • Training and Coaching: Trained and coached your direct reports to provide exceptional service.
  • De-escalation: Routinely and systematically de-escalated guest issues with empathy and to a mutually beneficial resolution.

About Us

We are a leading tech-enabled hotel and apartment hotel brand and manager. We provide stylish, professionally managed accommodations to business and leisure travelers. Our mission is to fundamentally improve the profitability of hospitality assets while delivering a high-quality, digitally forward experience to guests.


Equal Opportunity Employer

We are an Equal Opportunity Employer. We do not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by law. All employment is decided based on qualifications, merit, and business need.

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