Agent, Guest Services Center

LaVie; Manila; On-site; PHP 201,000 - 312,000; Full time

Job summary

LaVie is seeking an Agent in the Guest Services Center in Manila to deliver exceptional guest service for gaming and hospitality offerings. The role involves handling inquiries by phone, email, and chat, assisting with bookings, resolving issues, and ensuring interactions reflect service excellence.

Requirements include 1-2 years in customer service or guest relations, strong communication, and fluency in English and the local language.

Qualifications

• 1-2 years of experience in customer service or guest relations
• Excellent communication and interpersonal skills
• Fluency in English and local language

Responsibilities

• Respond to inquiries via phone, email, and chat with timely, accurate information
• Assist guests with bookings and reservations
• Troubleshoot and resolve guest issues in a professional manner
• Maintain detailed records of guest interactions and follow-up actions
• Collaborate with cross-functional teams for seamless guest experiences
• Contribute to ongoing improvements of guest service processes

Skills

Communication

Interpersonal

Problem solving

Critical thinking

Diversity awareness

Tools

CRM systems

Job description

Job Brief The Agent, Guest Services Center plays a crucial role in delivering exceptional customer service and support to guests across gaming and hospitality offerings. This position is responsible for managing guest inquiries, assisting with reservations, resolving issues, and ensuring that every interaction reflects the company’s commitment to service excellence.

Job Responsibilities Respond to inquiries and requests from guests via phone, email, and chat, providing timely and accurate information

Assist guests with bookings, reservations, and general inquiries related to our gaming and hospitality offerings

Troubleshoot and resolve guest issues and complaints in a professional and courteous manner

Maintain detailed records of guest interactions and follow‑up actions

Collaborate with cross‑functional teams to ensure seamless guest experiences

Contribute to the continuous improvement of our guest service processes and procedures

Job Qualifications 1-2 years of experience in a customer service or guest relations role, preferably in the hospitality or gaming industry

Excellent communication and interpersonal skills, with the ability to interact with guests from diverse backgrounds

Strong problem-solving and critical thinking skills to handle a variety of guest inquiries and issues

Proficient in using customer relationship management (CRM) systems and computer applications

Ability to work in a fast‑paced, dynamic environment and adaptable to changing priorities

Fluency in English and the local language is a must