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GFH Customer Experience Team Leader

Guesty

Guesty

Customer Service
Cebu City, Cebu, Philippines
Posted on Thursday, January 11, 2024

GFH Customer Experience Team Leader

  • Customer Experience
  • Philippines- Cebu
  • Intermediate
  • Full-time

Description

Guesty is the all-in-one platform for hospitality businesses to automate and optimize every aspect of their operations. With purpose-built technology, industry-wide expertise, and an R&D team of 200+ engineers, Guesty ensures that hospitality businesses can streamline and achieve growth, while delivering the best value to guests. With a complete suite of features and 150+ industry partners, including major booking OTAs like Airbnb, Vrbo, Booking.com, Tripadvisor, Expedia, Hopper, Google Travel, and many more, Guesty is transforming the hospitality industry with innovative solutions.Today, Guesty has 15 offices and 700+ team members across the globe.

Team Leaders are essential to executing Guesty’s vision and in setting the tone for our employees. Leaders offer guidance to all team members ensuring they fulfill their roles. Effective Team Leaders safeguards the team’s morale in its highest and assures that the members are motivated to perform well.

Responsibilities

Coaching and Development

  • Providing positive, consistent, fair, and committed leadership to the team.
  • Actively pursuing a team environment focused on the achievement of the company's high-quality standards and high-performance goals.
  • Recognizing their team's deficiencies and developing action plans to overcome them.
  • Initiates career path for team members right after Certification.
  • Meeting 1:1 coaching goals and department KPIs.
  • Providing effective feedback and coaching to the team members.
  • Monthly deliberation for probationary employees discussing their current standing, challenges, and help needed.
  • Outlier management.

Process improvement

  • Encourage team members to be proactive in sending recommendations for process improvements.

Implementation of SOPs (Standard Operation Procedure)

  • Helping the company implement protocols/guidelines such as health and safety, production do’s and don’ts.
  • Addressing behavioral issues. (Attendance, Schedule Adherence, etc.)
  • Completion of Enabley Training/s before its due.
  • Ensuring team participation in meetings.
  • Help in getting OT commitment when needed.
  • Follow the hierarchy in escalation.
  • Communicating changes.

Real-Time Support

  • Providing support for team members during the shift.
  • Providing coverage as needed.
  • Review timesheets daily and assist team members’ payroll/incentives disputes.
  • Handling number of tickets as defined by management.

Team Collaboration

  • Collaborate with LDS/s to ensure tasks are delivered accurately.
  • Reports directly to their direct manager, provides weekly updates of the team’s progress and asks for assistance on roadblocks.
  • Resolving conflicts, and lessening frictions between team members.
  • Conducting team meetings.

Employee Retention

  • Recommending innovative suggestions to help motivate team members.
  • Keep the team engaged.
  • Gather concerns. Identify potential red flags and possible solutions to avoid attrition. Share this with the management team as a heads up.

Requirements

  • Proven work experience as a team leader or supervisor for at least two (2) years
  • In-depth knowledge of performance metrics
  • Good PC skills, especially MS Excel
  • Excellent communication and leadership skills
  • Organizational and time-management skills
  • Decision-making skills
  • Degree in Management or training in team leading is a plus