Nikko J.
Senior Guest Experience Manager
Open to offersNew to PlatformAbout
Nikko M., based in Quezon City, Metro Manila, is a seasoned professional in the Short-Term Rental industry with over 15 years of experience. As a Guest Experience Manager, he has excelled in handling Airbnb operations and compliance efforts while maintaining high guest satisfaction. With nearly eight years as a Global Compliance Officer, Nikko has effectively conducted compliance monitoring, fraud investigations, and audits across multiple partner sites. He has a strong aptitude for managing guest communication, handling reservations, and ensuring smooth property operations through effective vendor coordination and service recovery. Nikko's expertise also encompasses recruitment and candidate screening, showcasing his versatility across multiple industries. He is recognized for improving workflows, optimizing listings, and supporting operational enhancements in fast-paced environments. His educational foundation includes a Bachelor of Science in Financial Accounting from Universidad de Manila.
Experience
Global Compliance Officer
TDCX Philippines (formerly Teledirect Telecommerce Philippines) · 2018 — 2026Led compliance monitoring and quality assurance initiatives across partner sites to uphold operational standards. Investigated cases of fraud, financial abuse, and escalated issues while conducting departmental audits to assess transaction validity and compliance. Recommended and rolled out process improvements aimed at mitigating risks and refining workflow efficiency. Facilitated onboarding and training for new compliance officers, preparing reports and updates for internal and external stakeholders.Short-Term Rental Operations Manager
SkyHaus Management · 2023 — 2024Directed daily Airbnb operations such as guest messaging, reservations, and problem-solving for platform-related queries. Ensured seamless guest arrivals and departures by coordinating with cleaning and maintenance staff for timely turnovers. Addressed guest disputes and refund requests with urgency and professionalism while optimizing property listings to boost occupancy rates across various channels. Monitored key performance indicators to inform pricing strategies and assisted in recruitment and team onboarding.Client Concierge (Real Estate & Airbnb Support)
Vidona Residential & VG Abodes · 2022 — 2022Guided clients through the home buying and selling stages to create a smooth customer experience. Managed showings and agent schedules to improve workflow efficiency while regularly updating property listings and market data. Oversaw Airbnb calendar management and evaluated listing performance to support revenue optimization efforts while performing market research for investment opportunities within short-term rentals.Customer Support Case Manager
Teledirect Telecommerce Philippines · 2017 — 2018Provided support to Airbnb guests and hosts via phone, email, and chat regarding reservations and booking issues. Addressed urgent booking challenges and customer escalations within a high-pressure support environment while ensuring adherence to service quality metrics.Senior Recruiter (Level 2)
PSG Global Solutions · 2014 — 2015Handled sourcing and screening of candidates for various roles across different sectors while coordinating interviews to maintain an active candidate pipeline. Recommended effective sourcing strategies informed by market trends to enhance recruitment operations and improve candidate quality.Customer Service Representative
Sitel Philippines Inc. · 2011 — 2014Addressed customer concerns related to billing, technical support, and accounts within a busy service environment. Assisted customers in troubleshooting and resolving service issues while adhering to high standards of customer satisfaction and service quality.Guest Experience & Property Operations Manager
Rockstar Vacation RentalsOversaw guest communication from initial inquiry through post-stay engagement to promote positive guest experiences. Managed reservations including booking challenges, refunds, and calendar changes, addressing guest escalations on various platforms. Maintained property readiness in collaboration with cleaning and maintenance teams, ensuring efficient turnovers and high guest satisfaction through prompt issue resolution. Enhanced listing performance via strategic updates and operational assistance while facilitating daily vendor coordination.
Skills & Expertise
Education
- Bachelor of Science in Financial AccountingUniversidad de Manila · 2007 — 2010
- High School DiplomaRamon Magsaysay High School · 2003 — 2007