Guest Services Team Leader: Lead & Elevate Bookings

Acquire Intelligence

Pasig

On-site

PHP 600,000 - 900,000

Full time

3 days ago

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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.