Guest Services Team Leader

Acquire.AI; Asia; Presencial; PEN 32.000 - 41.000; Jornada completa

Descripción de la vacante

Acquire Intelligence is seeking a Guest Services Team Leader in Pasig City to lead a dynamic guest services team, coaching and supporting agents to convert enquiries into bookings and deliver a great guest experience across phone and email.

You will own escalation handling, drive quality and compliance, and collaborate on rostering for an 8:00am–5:30pm AEST seven-day window, helping the client through peak periods with a sales‑driven, guest‑centric mindset.

Formación

• Proven experience leading a customer service or contact centre team in a fast paced environment.
• Superior verbal and written communication skills.
• Excellent problem solving and ability to think clearly under pressure.
• Ability to manage competing priorities across people, processes and performance.
• High attention to detail in overseeing bookings and documentation.

Responsabilidades

• Lead, coach and support a team of Guest Services Agents to meet service and sales targets.
• Act as escalation point for complex guest complaints and unresolved bookings; handle bookings by phone and email.
• Monitor call and email quality, provide feedback, and report on KPIs and improvement opportunities.
• Support rostering, shift coverage and peak period planning with the Operations Manager.

Conocimientos

Team Leadership

Coaching

Verbal Communication

Written Communication

Problem Solving

Prioritization

Herramientas

Booking Software

Descripción del empleo

## Guest Services Team LeaderApply: Pasig City: Full time: Posted Today: End Date: October 12, 2026 (16 days left to apply): R12941We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!**Guest Services Team Leader***Theme Parks & Attractions | Acquire Intelligence*Every day, your team helps guests turn their next big day out into a booked, ready to go adventure. Whether it’s a family holiday, a milestone celebration or a spontaneous day trip, your job is to lead, coach and support your agents so every guest gets that same great experience, and to jump in and lend a hand yourself when it counts. This role covers both the people leadership side of running a high performing team and hands‐on support across phone and email conversations.You will be working on behalf of a long standing Australian client in the theme parks and tourism industry, supporting their guest services contact centre function. At Acquire Intelligence, we invest in our people and build careers, not just fill roles. Your leadership will directly shape the fun guests have, and the experience your team has delivering it.**Role Snapshot**The Guest Services Team Leader leads and supports a team of Guest Services Agents handling guest contact by phone and email, converting enquiries into confirmed bookings and helping guests plan a great day out. Coverage is 8:00am to 5:30pm AEST, 7 days a week.**Key Responsibilities****Team Leadership & Coaching**• Lead, coach and support a team of Guest Services Agents to deliver on service and sales targets• Conduct regular one on ones, coaching sessions and performance reviews• Monitor team adherence to schedule, quality standards and productivity targets• Support onboarding and ongoing training of new and existing team members**Guest Support & Escalation Ownership**• Act as the escalation point for complex guest complaints and unresolved bookings• Step in to support the team directly with guest enquiries, bookings and reservations by phone and email during peak volume• Take ownership of escalated issues through to resolution, keeping guests and the client informed**Quality, Compliance & Reporting**• Monitor call and email quality against Acquire and client standards, providing feedback and coaching• Report on team performance, KPIs and improvement opportunities to Operations• Ensure the team adheres to data privacy, PCI DSS and confidentiality requirements at all times**Operational Support**• Support rostering and shift coverage across the 8:00am to 5:30pm AEST, 7 day operating window• Partner with the Operations Manager on seasonal staffing and peak period planning• Identify and raise process improvement opportunities based on team and guest feedback**A Bit About You**• Proven experience leading a customer service or contact centre team in a fast paced environment• Superior verbal and written communication skills, with confidence coaching others on outbound and inbound calls• Excellent problem solving skills and ability to think critically under pressure• Ability to manage competing priorities across people, process and performance• High attention to detail and accuracy in overseeing bookings and documentation• Proficiency in using booking, ticketing and standard productivity systems• Strong interpersonal skills with the ability to build rapport and trust with guests and team members alike• Demonstrated ability to lead a team through difficult situations with professionalism and composure• A sales focused, guest centred mindset, with the drive to instil that same mindset in others• Genuine enthusiasm for helping people plan a great time, and the energy to bring that to your team every day• Willingness to work a seven day rostered shift pattern within the 8:00am to 5:30pm AEST coverage window**What We Value**We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:• Curious and Clever: Smart questions spark smart solutions• Entrepreneurial Energy: Think like an owner, solve like a founder• Fast with Intent: We move fast and deliver real results• Laugh and Learn: We don’t take ourselves too seriously, just our resultsWe help companies grow faster and operate smarter by delivering intelligent outsourcing and automation solutions. Our mission is to eliminate inefficiencies, automate with intent, and reallocate work to where it performs best, always guided by safety, flexibility, and innovation.Join the A-Team and experience the A-Life!