Guest Experience Concierge - 24/7 Reservations & Events

Westside Resort; Parañaque; On-site; PHP 240,000 - 300,000; Full time

Job summary

Westside Resort seeks a Customer Care Associate to support guests and members by managing room and table reservations, responding to inquiries, and resolving issues across front desk, phone, email, SMS, live chat, social media, and app channels. The role covers events, theatre shows, concerts, and promotions, and may require work during holidays and in smoking areas.

You will coordinate with hotel partners, process VIP bookings, and upsell services through the Epic Rewards Shop.

Qualifications

• Senior high school graduate required.
• Customer service experience preferred for senior high school graduates.
• Experience in BPO call center or in-house contact center is advantageous.
• Strong verbal and written communication skills for handling multiple channels.
• Knowledge of customer service practices, products, services, policies and processes.
• Ability to remain professional, helpful, and accurate during busy operations.
• Willingness to work flexible schedules including 24-hour shifts and holidays.
• Ability to collaborate with internal departments, affiliated hotels, guests, and external groups.

Responsibilities

• Handle reservations and confirmations across booking systems and channels.
• Respond to inquiries via phone, email, SMS, live chat, and social media.
• Resolve customer complaints with timely follow-up and maintain quality standards.
• Promote upsell and cross-sell offers through the Epic Rewards Shop.
• Coordinate with hotel partners and internal teams on VIP services and events.
• Maintain accurate guest lists and generate utilization and reports.

Skills

Customer service

Communication skills

Data accuracy

Time management

Teamwork

Education

Senior high school diploma

Job description

Westside Resort seeks a Customer Care Associate to support guests and members by managing room and table reservations, responding to inquiries, and resolving issues across front desk, phone, email, SMS, live chat, social media, and app channels. The role covers events, theatre shows, concerts, and promotions, and may require work during holidays and in smoking areas.

You will coordinate with hotel partners, process VIP bookings, and upsell services through the Epic Rewards Shop.