Guest Services Team Leader

AIPI Acquire Intelligence Philippines Inc.; Pasig; Remote; PHP 446,000 - 670,000; Full time

Job summary

Acquire Intelligence in the Philippines is seeking a Guest Services Team Leader for its Australian client in the theme parks and attractions sector. You will lead a team handling guest phone and email inquiries, convert enquiries to bookings, and ensure high-quality guest experiences.

The role covers both people leadership and hands-on support, with a focus on coaching, performance management and escalation handling to maintain service standards and guest satisfaction.

Qualifications

• Demonstrated leadership of a customer service or contact centre team in a fast-paced environment
• Excellent verbal and written communication; confident coaching others on calls and emails
• Strong problem-solving skills and ability to think critically under pressure
• Ability to manage competing priorities across people, process and performance

Responsibilities

• Lead, coach and support a team of Guest Services Agents to deliver on service and sales targets
• Conduct regular one-on-ones, coaching sessions and performance reviews
• Monitor adherence to schedule, quality standards and productivity targets
• Oversee onboarding and ongoing training of new and existing team members
• Act as escalation point for complex guest complaints and unresolved bookings
• Support peak period handling of bookings via phone and email
• Monitor call and email quality against standards; report on KPIs and improvements
• Assist rostering and shift coverage within 8:00am–5:30pm AEST seven-day window
• Partner with Operations Manager on seasonal staffing and peak planning

Skills

Team Leadership

Coaching

Customer service

Communication

Problem solving

Multitasking

Booking systems

Job description

Guest Services Team Leader Theme Parks & Attractions | Acquire Intelligence

Every day, your team helps guests turn their next big day out into a booked, ready to go adventure. Whether it’s a family holiday, a milestone celebration or a spontaneous day trip, your job is to lead, coach and support your agents so every guest gets that same great experience, and to jump in and lend a hand yourself when it counts. This role covers both the people leadership side of running a high performing team and hands‑on support across phone and email conversations. You will be working on behalf of a long standing Australian client in the theme parks and tourism industry, supporting their guest services contact centre function. At Acquire Intelligence, we invest in our people and build careers, not just fill roles. Your leadership will directly shape the fun guests have, and the experience your team has delivering it.

Role Snapshot

The Guest Services Team Leader leads and supports a team of Guest Services Agents handling guest contact by phone and email, converting enquiries into confirmed bookings and helping guests plan a great day out.

Coverage is 8:00am to 5:30pm AEST, 7 days a week.

Key Responsibilities

• Team Leadership & Coaching
  • Lead, coach and support a team of Guest Services Agents to deliver on service and sales targets
  • Conduct regular one on ones, coaching sessions and performance reviews
  • Monitor team adherence to schedule, quality standards and productivity targets
  • Support onboarding and ongoing training of new and existing team members
• Guest Support & Escalation Ownership
  • Act as the escalation point for complex guest complaints and unresolved bookings
  • Step in to support the team directly with guest enquiries, bookings and reservations by phone and email during peak volume
  • Take ownership of escalated issues through to resolution, keeping guests and the client informed
• Quality, Compliance & Reporting
  • Monitor call and email quality against Acquire and client standards, providing feedback and coaching
  • Report on team performance, KPIs and improvement opportunities to Operations
  • Ensure the team adheres to data privacy, PCI DSS and confidentiality requirements at all times
• Operational Support
  • Support rostering and shift coverage across the 8:00am to 5:30pm AEST, 7 day operating window
  • Partner with the Operations Manager on seasonal staffing and peak period planning
  • Identify and raise process improvement opportunities based on team and guest feedback

A Bit About You

• Proven experience leading a customer service or contact centre team in a fast paced environment
• Superior verbal and written communication skills, with confidence coaching others on outbound and inbound calls
• Excellent problem solving skills and ability to think critically under pressure
• Ability to manage competing priorities across people, process and performance
• High attention to detail and accuracy in overseeing bookings and documentation
• Proficiency in using booking, ticketing and standard productivity systems
• Strong interpersonal skills with the ability to build rapport and trust with guests and team members alike
• Demonstrated ability to lead a team through difficult situations with professionalism and composure
• A sales focused, guest centred mindset, with the drive to instil that same mindset in others
• Genuine enthusiasm for helping people plan a great time, and the energy to bring that to your team every day
• Willingness to work a seven day rostered shift pattern within the 8:00am to 5:30pm AEST coverage window

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

We help companies grow faster and operate smarter by delivering intelligent outsourcing and automation solutions. Our mission is to eliminate inefficiencies, automate with intent, and reallocate work to where it performs best, always guided by safety, flexibility, and innovation. Join the A-Team and experience the A-Life!

Acquire Intelligence is an award‑winning, global business outsourcer with 10,000 staff and over 16‑years’ experience in delivering intelligent contact centre 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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