Guest Experience Representative

Scale Up Philippines; Bulacan; On-site; PHP 268,000 - 402,000; Full time

Job summary

Scale Up Philippines, in partnership with a UK-based property management and accommodation company, is hiring a Guest Experience Representative. The role focuses on delivering a positive guest journey from booking through checkout, maintaining calm professionalism and strong communication with guests.

You will handle inquiries, resolve concerns, and coordinate with Operations and Sales teams. Experience in hospitality or serviced accommodation is advantageous, with CRM proficiency preferred.

Qualifications

• Excellent verbal and written English.
• Strong customer service and communication skills.
• Professional, calm under pressure with guests.
• Highly organized with attention to detail.
• Proactive and solution-focused mindset.

Responsibilities

• Handle inbound guest calls, emails, and messages promptly and professionally.
• Build rapport with guests and proactively assist with their needs.
• Resolve guest concerns and complaints efficiently.
• Coordinate relocations and urgent accommodation issues.
• Maintain accurate guest and enquiry information in the CRM.
• Monitor WhatsApp group chats and ensure timely responses.
• Provide clear handovers and coordinate with Operations and Sales teams.
• Support guest journey improvements, guidebooks, and internal processes.
• Take ownership of guest concerns and follow through until resolution.

Skills

Excellent English

Customer service

Attention to detail

Organization

Proactive mindset

CRM experience

Teamwork

Tools

CRM software

Job description

Scale Up Philippines is partnering with an established UK-based property management and accommodation company to hire a Guest Experience Representative.

We’re looking for someone who is confident, customer-focused, calm under pressure, and passionate about creating a positive guest experience from booking through checkout.

Key Responsibilities

• Handle inbound guest calls, emails, and messages promptly and professionally
• Build rapport with guests and proactively assist with their needs
• Resolve guest concerns and complaints efficiently
• Coordinate relocations and urgent accommodation issues
• Maintain accurate guest and enquiry information in the CRM
• Monitor WhatsApp group chats and ensure timely responses
• Provide clear handovers and coordinate with Operations and Sales teams
• Support guest journey improvements, guidebooks, and internal processes
• Take ownership of guest concerns and follow through until resolution

What We’re Looking For

• Excellent verbal and written English
• Strong customer service and communication skills
• Patient, professional, and composed when handling challenging guests
• Highly organized with strong attention to detail
• Proactive and solution-focused mindset
• Comfortable using CRM systems and digital communication tools
• Strong teamwork and ownership mentality

Experience in hospitality, serviced accommodation, property management, customer service, or guest relations is an advantage.