Guest Services Agent

AIPI Acquire Intelligence Philippines Inc.; Pasig; On-site; PHP 246,000 - 335,000; Full time

Benefits offered by this job

14th Month Pay

Referral incentives

Career growth

Leadership training

Job summary

Acquire Intelligence Philippines is seeking a Guest Services Agent to deliver exceptional guest experiences from initial inquiry through post-stay follow-up. You will manage reservations, handle inquiries across phone, email, social media and web chat, and collaborate with on-ground teams to ensure seamless stays.

The role requires strong communication, problem-solving, and a customer-focused mindset, with flexibility for a 7-day rostering schedule including evenings and weekends.

Qualifications

• Experience in high-volume, fast-paced customer service or hospitality is preferred.
• Excellent written and verbal communication; ability to build rapport and brand loyalty.
• Strong problem-solving skills and ability to stay calm under pressure.

Responsibilities

• Serve as the primary contact for guests across reservations, inquiries, and post-departure support.
• Anticipate guest needs and suggest accommodations and rates.
• Maintain accurate reservations with correct codes, rates, and guest data for smooth check-in/out.

Skills

Excellent communication

Guest service

Problem solving

Ability to build rapport

Time management

Team collaboration

Tools

RMS

HomeHero

OTA channels

Job description

We’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! At Acquire Intelligence, our mission is to help business work smarter. We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence. Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe. If you're passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.

Advance Your Career - Join us today and be part of a team where your work makes an impact!

WHY JOIN THE A-TEAM?

Come for a career, stay for the fun! Here's what's waiting for you:

• Epic Yearly Kick-Off Parties with major giveaways (including a car in 2023!)
• Recognition through our Value Awards — we celebrate your wins
• Real career growth with internal promotions
• Meaningful work with talented and supportive teams
• Your future matters: 900 internal promotions every year
• 2,700+ leadership training courses
• Extra rewards along the way: 14th Month Pay for employees who complete 5 years with us
• Generous referral incentives of up to ₱42,000 depending on the role

A SNAPSHOT OF YOUR ROLE

As a Guest Services Agent, you will be the heart of the guest experience, delivering exceptional service from the first inquiry through to post-departure. You will handle reservations, resolve issues, and anticipate guest needs across multiple channels including phone, email, social media, and web chat, ensuring every interaction reflects a high standard of professionalism and care. This is a dynamic, fast-paced role suited to someone who thrives in a customer-focused environment and takes pride in building genuine connections. You will collaborate closely with on-ground teams and central operations across multiple time zones, playing a key part in creating seamless, memorable stays for every guest.

YOUR DAILY RESPONSIBILITIES

• Act as the primary point of contact for guests across all communication channels, from reservation confirmation through to post-departure
• Anticipate guest needs through active listening and thoughtful questioning, recommending suitable accommodation options and rates
• Create, update, and maintain accurate reservations using correct codes, rates, and guest information to ensure a flawless check-in and check-out experience
• Process payment transactions and manage booking inquiries from multiple sources including phone, email, web chat, social media, and ticketing platforms
• Coordinate with on-ground staff ahead of guest arrivals to confirm all preparations are complete and guest requirements are met
• Own guest issues and complaints, resolving them promptly and effectively while escalating financial concerns to management as needed
• Maintain accurate records of all guest interactions, requests, and resolutions to support continuity and service quality
• Collaborate with internal teams across departments and time zones to ensure consistent, high-quality service delivery
• Assist with the coordination of day-to-day reservations operations, completing daily duties to a high standard and within established timeframes
• Adapt to a 24/7 rostering structure and support other areas of the business during quieter periods as required

A BIT ABOUT YOU

• Demonstrated experience in a high-volume, fast-paced customer service or hospitality role
• Excellent written and verbal communication skills with a natural ability to build rapport and foster brand loyalty
• Strong problem-solving skills with the ability to remain calm, prioritise effectively, and meet deadlines under pressure
• High attention to detail and accuracy, particularly when managing reservations, records, and payment transactions
• Proficiency with property management systems and hospitality platforms such as RMS, HomeHero, or similar tools
• Familiarity with OTA distribution channels and rate strategy fundamentals
• Collaborative by nature, with the ability to work effectively across diverse teams and time zones
• Flexible and adaptable, comfortable working across a 7-day rostering schedule including evenings and weekends
• An ambitious growth mindset with a commitment to continuous improvement and delivering exceptional guest outcomes
• Strong interpersonal skills and a professional approach that reflects the values of both Acquire Intelligence and the client account

WHAT WE VALUE

• 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 results.

Acquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.

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