Manila Recruitment

Guest Experience Manager

Manila Recruitment

full-time

Posted on:

Location Type: Remote

Location: Philippines

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About the role

  • Proactive outreach and warm guest engagement that drives five-star stays
  • Guest messaging and phone communication
  • Workorder coordination and task follow-through
  • Cleaning scheduling and day-to-day coordination with our local team and vendors
  • Champion the Elevated Promises (Quality & Standards)
  • Lead by example in delivering warm, proactive, responsive guest communication.
  • Review message threads and calls to ensure tone, clarity, accuracy, and elevated hospitality.
  • Coach the team to uphold company standards in every interaction.
  • Support the team in meeting SLAs and monthly quality goals tied to our 5-Star Bonus Pool.
  • Demonstrate calm, empathetic communication during escalations and model elevated hospitality under pressure.
  • Provide daily support and real-time guidance to Guest Experience Agents.
  • Run weekly 1:1s focused on tone, communication, efficiency, and problem-solving.
  • Provide shadowing, feedback, and continuous coaching.
  • Help build a positive, supportive team culture rooted in hospitality, care, and growth.
  • Oversee shift scheduling and ensure full coverage across peak periods (including weekends).
  • Monitor queues, ticket volume, and coverage to ensure fast and warm responses.
  • Solve escalated issues with confidence, empathy, and well-considered judgment.
  • Ensure smooth handoffs and detailed documentation for local field teams.
  • Own quality control across guest communication, workorder clarity, and task follow-through.
  • Support the team in delivering concierge-level stays across all markets.
  • Oversee and quality-check all property listings in Guesty and across all OTAs (Airbnb, Vrbo, Booking.com, etc.).
  • Ensure every listing is accurate, consistent, and reflects our elevated hospitality standards.
  • Lead seasonal updates: amenities, photos, descriptions, policies, access notes, and market-specific highlights.
  • Audit listings regularly for clarity, tone, accuracy, and brand alignment.
  • Work with Agents to correct gaps, improve listing quality, and add new information from inspections, field reports, or homeowner updates.
  • Partner with leadership to optimize listing content for search visibility, guest clarity, and better pre-arrival communication.
  • Ensure every property description enhances the guest journey, reduces friction, and helps set the expectation for a five-star stay

Requirements

  • Minimum of 3 to 5 years of experience in Guest Experience Management
  • Experience overseeing a team of at least 5 to 10 people.
  • Hospitality, short-term rental, or property management experience (hotel, vacation rental, Airbnb/Vrbo operations, etc.)
  • Experience managing guest journeys end-to-end, not just call handling performance
  • Strong escalation management and problem solving in real-world hospitality scenarios
  • Operational ownership across messaging, work orders, cleaning coordination, and field team handoffs
  • Guesty PMS - ***specific experience is preferred but not required. ***
  • Familiarity with any OTA listing management, and hospitality operations tools
  • Coaching teams to deliver warm, concierge-level service, not just SLA compliance
  • Comfort operating in a fast-moving environment where judgment and ownership matter more than scripts and scorecards
  • Experience working in an environment where the VA team works hand in hand with a local operations team.
  • ·Strong leadership and team management skills.
  • Excellent communication and interpersonal abilities.
  • Strong problem-solving skills.
  • Attention to detail.
  • A friendly and approachable demeanor.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
guest experience managementescalation managementproblem solvingoperational ownershipcleaning coordinationwork order coordinationlisting managementquality controlcoachinghospitality operations
Soft Skills
leadershipteam managementcommunicationinterpersonal abilitiesattention to detailempathyproactive engagementcalm under pressuresupportive team culturefriendly demeanor