Guest Services Specialist - 24/7 Instant Service Center

IHG Hotels & Resorts; Philippines; On-site; PHP 279,000 - 446,000; Full time

Job summary

IHG Hotels & Resorts is seeking a Guest Services Associate to handle guest calls and inquiries, coordinate requests, and provide information about hotel facilities and services. The role requires professional communication, attention to detail, and the ability to work with front desk and service teams in a fast-paced environment at our Manila location.

The ideal candidate has a Bachelor’s degree and at least 1 year in customer service within hospitality, with proficiency in English and basic MS

Qualifications

• Bachelor’s degree in Hotel Management, Business, Education, or a relevant field of work or an equivalent combination of education and work-related experience.
• At least 1 year of progressive work-related experience with demonstrated proficiency in customer service in the Hospitality or Service industry.

Responsibilities

• Answer phone calls within prescribed time frame and route to required destination.
• Handle guest requests and inquiries including e-mail management and system entries (HotSOS/Quore).
• Provide guests with information on facilities, directions, and safety procedures.
• Notify management of malfunctioning phones or systems and coordinate resolutions.
• Respond professionally to callers reflecting the hotel and brand.
• Ensure calls are logged and follow up for guest satisfaction.

Skills

Clear communication

Customer service

MS Office

Education

Bachelor's degree in Hotel Management or related field

Tools

Opera

Reservation booking systems

Job description

IHG Hotels & Resorts is seeking a Guest Services Associate to handle guest calls and inquiries, coordinate requests, and provide information about hotel facilities and services. The role requires professional communication, attention to detail, and the ability to work with front desk and service teams in a fast-paced environment at our Manila location.

The ideal candidate has a Bachelor’s degree and at least 1 year in customer service within hospitality, with proficiency in English and basic MS