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Guest Experience Manager - Remote - #34885

1 month ago
Philippines
Full-time
Mid Level
Customer Success Manager
Customer and Technical Support
SEO
Apply Now
Recruitment & Search Agency - Headhunter in the Philippines

Recruitment & Search Agency - Headhunter in the Philippines

Manila Recruitment is a top recruitment agency in the Philippines, offering hiring solutions for executive search, IT, developers, managers, and specialized roles. With a database of over 250,000 candidates, we provide innovative headhunting services a...

Professional Services
11-50
Founded 2010
View All Jobs 3

Description

  • Lead and coach the Guest Experience team to deliver warm, proactive, and responsive guest communication aligned with company standards.
  • Manage day-to-day guest messaging and phone communication, including monitoring queues, ticket volume, and SLAs for fast responses.
  • Handle escalated guest issues calmly and empathetically, resolving problems and ensuring smooth outcomes.
  • Coordinate workorders, task follow-through, and cleaning schedules with local teams and vendors to ensure closed-loop operations and no missed workorders.
  • Oversee shift scheduling and coverage (including weekends) to maintain consistent service levels across peak periods.
  • Run weekly 1:1s, provide shadowing and real-time feedback, and build a supportive team culture focused on hospitality and growth.
  • Own quality control across guest communication, workorder clarity, and field team handoffs, including documentation and handoff processes.
  • Manage and quality-check property listings in Guesty and across OTAs (Airbnb, Vrbo, Booking.com), including seasonal updates to amenities, photos, descriptions, policies, and access notes.
  • Provide weekly reporting on SLAs, trends, and recurring issues, identify workflow gaps, and propose operational improvements to strengthen the guest journey.

Requirements

  • 3–5 years of experience in Guest Experience Management or similar hospitality/short-term rental/property management roles.
  • Experience overseeing a team of at least 5–10 people with demonstrated leadership and team management skills.
  • Proven experience managing end-to-end guest journeys, including escalation handling and real-world hospitality problem solving.
  • Operational ownership across messaging, workorders, cleaning coordination, and field team handoffs.
  • Experience coaching teams to deliver concierge-level service and meet SLAs tied to quality goals (e.g., monthly 5-Star Bonus Pool).
  • Familiarity with Guesty PMS preferred; comfortable working in Guesty, Breezeway, and RingCentral or similar tools.
  • Experience with OTA listing management (Airbnb, Vrbo, Booking.com) and executing seasonal listing updates and audits.
  • Strong communication, interpersonal, attention to detail, and problem-solving skills, with a calm, empathetic demeanor under pressure.
  • Deep local knowledge of New Mexico markets (Santa Fe, Taos, Angel Fire, Red River), including seasonal rhythms, access issues, and local recommendations.
  • Comfort operating in a fast-moving environment where judgment and ownership matter, and experience coordinating between a virtual/VA team and local operations team.

Benefits

  • Work-from-home (remote) position with full-time, permanent employment status.
  • Monday–Friday schedule within a 7:00am–11:00pm MDT coverage window to align with team overlap.
  • Opportunity for hands-on growth with a fast-growing, family-owned hospitality company and a supportive, forward-thinking team environment.
  • Eligibility to contribute to and support monthly 5-Star Bonus Pool tied to SLA and quality goals.

Interested in this position?

Apply directly on the company website

Apply Now

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