Guest Services Agent

Acquire Intelligence; Pasig; On-site; PHP 279,000 - 469,000; Full time

Benefits offered by this job

HMO coverage for you and your family

Epic yearly kick-off parties with car

Value Awards - recognition for wins

Internal promotions and career growth

Meaningful work with supportive teams

Job summary

Acquire Intelligence is hiring a Guest Services Agent in Pasig, Metro Manila. You will be the heart of the guest experience, handling reservations, resolving issues, and anticipating guest needs across phone, email, social media and web chat to ensure memorable stays.

The role requires high-volume customer service experience, excellent communication, and the ability to collaborate with on-ground teams across time zones.

Qualifications

• Experience in a high-volume, fast-paced customer service or hospitality role.
• Excellent written and verbal communication, with ability to build rapport and brand loyalty.
• Strong problem-solving skills, calm under pressure, and ability to meet deadlines.
• High attention to detail when managing reservations and payments.
• Familiarity with hospitality platforms such as RMS or similar tools.

Responsibilities

• Act as the primary contact for guests across channels from reservation to post-departure.
• Anticipate guest needs, recommend accommodations and rates.
• Create, update and maintain reservations with correct codes and guest data.
• Process payments and manage inquiries from multiple sources (phone, email, chat, social).
• Coordinate with on-ground staff to ensure all preparations are complete for arrivals.

Skills

Customer service

Communication

Problem solving

Attention to detail

Teamwork

Multi-channel support

OTA knowledge

Tools

RMS

HomeHero

Job description

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:

• HMO coverage for you and your family
• 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

Enjoy work-life balance:

• 12 Vacation Leaves
• 12 Sick Leaves
• 1 Birthday Leave

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

We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

• 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.

What are you waiting for? Come for a career, stay for the fun!

Join the A-Team and experience the A-Life!