Guest Services Team Leader

Acquire Intelligence; Pasig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Acquire Intelligence is seeking a Guest Services Team Leader to guide a team of Guest Services Agents handling guest contact by phone and email, converting enquiries into bookings and supporting guests planning a day out.

The role covers people leadership and hands-on support during peak volumes, with 8:00am to 5:30pm AEST shifts, 7 days a week, and a focus on delivering great guest experiences for an Australian client in the theme parks and tourism sector.

Qualifications

• Proven experience leading a customer service or contact centre team in a fast-paced environment.
• Strong communication skills, both verbal and written.
• Ability to coach and develop team members for outbound and inbound channels.

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 schedules, quality standards and productivity targets.
• Support onboarding and ongoing training of new and existing team members.
• Act as escalation point for complex guest complaints and unresolved bookings.
• Step in to support the team with guest inquiries, bookings and reservations by phone and email during peak volume.
• Monitor call and email quality against standards; provide feedback and coaching.
• Report on team performance, KPIs and improvement opportunities to Operations.
• Ensure data privacy, PCI DSS and confidentiality requirements at all times.
• Support rostering and shift coverage across the 8:00am to 5:30pm AEST window.
• Identify and raise process improvements from guest feedback.

Skills

Team leadership

Coaching

Customer service

Phone & email support

Performance reviews

Schedule adherence

Data privacy

Quality monitoring

Booking systems

Ticketing systems

Productivity tools

Tools

Booking systems

Ticketing systems

CRM tools

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!

Guest ServicesTeamLeader

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 andemailconversations.

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 hasdeliveringit.

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 andsalestargets
• Conduct regular one on ones, coaching sessions andperformancereviews
• Monitor team adherence to schedule, quality standards andproductivitytargets
• Support onboarding and ongoing training of new and existingteammembers

Guest Support & Escalation Ownership

• Act as the escalation point for complex guest complaints andunresolvedbookings
• Step in to support the team directly with guest enquiries, bookings and reservations by phone and email duringpeakvolumeli>Take ownership of escalated issues through to resolution, keeping guests and theclientinformed

Quality, Compliance & Reporting

• Monitor call and email quality against Acquire and client standards, providing feedbackandcoaching
• Report on team performance, KPIs and improvement opportunitiestoOperations
• Ensure the team adheres to data privacy, PCI DSS and confidentiality requirements atalltimes

Operational Support

• Support rostering and shift coverage across the 8:00am to 5:30pm AEST, 7 dayoperatingwindow
• Partner with the Operations Manager on seasonal staffing and peakperiodplanning
• Identify and raise process improvement opportunities based on team andguestfeedback

A Bit About You

• Proven experience leading a customer service or contact centre team in a fastpacedenvironment
• Superior verbal and written communication skills, with confidence coaching others on outbound andinboundcalls
• Excellent problem solving skills and ability to think criticallyunderpressure
• Ability to manage competing priorities across people, processandperformance
• High attention to detail and accuracy in overseeing bookingsanddocumentation
• Proficiency in using booking, ticketing and standardproductivitysystems
• Strong interpersonal skills with the ability to build rapport and trust with guests and teammembersalike
• Demonstrated ability to lead a team through difficult situations with professionalismandcomposure
• A sales focused, guest centred mindset, with the drive to instil that same mindsetinothers
• Genuine enthusiasm for helping people plan a great time, and the energy to bring that to your teameveryday
• Willingness to work a seven day rostered shift pattern within the 8:00am to 5:30pm AESTcoveragewindow

What We Value

• Curious and Clever: Smart questions sparksmartsolutions
• Entrepreneurial Energy: Think like an owner, solve likeafounder
• Fast with Intent: We move fast and deliverrealresults
• Laugh and Learn: We don’t take ourselves too seriously, justourresults

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,andinnovation.

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