Guest Care Specialist – Reservations & Loyalty

IHG Hotels & Resorts; Makati; Remote; PHP 162,000 - 195,000; Full time

Benefits offered by this job

Work-from-Home arrangement

Employee Hotel Discount

Retirement Plan

Recharge Days

Work-from-Home arrangement

Giving for Good Volunteer Days

Colleague Share Plan Participation

Performance Bonus

Job summary

IHG Hotels & Resorts is seeking a Customer Care Specialist to support guests via calls and online channels from a remote setup in the Philippines. You will handle escalations, guide colleagues on complex issues, and leverage market insight to enhance guest loyalty.

Ideal candidates have call center or BPO experience, strong English communication, and cultural sensitivity. The role includes a work-from-home arrangement within approved locations, with competitive benefits.

Qualifications

• Previous call center or BPO experience in sales or customer service.
• Fluency in spoken and written English.
• Ability to handle complex concerns with cultural sensitivity.
• Strong web-navigation and data-capture skills.
• Experience in non-scripted environments is a plus.

Responsibilities

• Deliver reservation, loyalty-program, and service-recovery support across guest contacts.
• Handle escalated or high-profile situations with empathy and solutions-focused approach.
• Build rapport with guests, hotels, partners, and corporate colleagues through personalized service.
• Use systems and tools to provide a seamless guest experience and capture details accurately.
• Meet or exceed performance measures set by management.
• Manage time and attendance and schedule adherence.
• Champion IHG’s brands and values in every interaction.

Skills

Customer service

Active listening

Communication

Problem solving

Cultural sensitivity

Education

High school diploma

Job description

IHG Hotels & Resorts is seeking a Customer Care Specialist to support guests via calls and online channels from a remote setup in the Philippines. You will handle escalations, guide colleagues on complex issues, and leverage market insight to enhance guest loyalty.

Ideal candidates have call center or BPO experience, strong English communication, and cultural sensitivity. The role includes a work-from-home arrangement within approved locations, with competitive benefits.