Hotel Application/Systems Technical Support (Reservation Systems)

Amadeus; Makati; On-site; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Flexible working model

Health benefits

Job summary

Amadeus Hospitality in Manila is seeking a Hotel Application/Systems Technical Support specialist for Reservation Systems. You will be the first point of contact across phone, portal and email, diagnosing issues and guiding customers toward solutions using CRM tools.

The ideal candidate has tertiary education and experience in technical support or help desks, familiarity with hotel software, and strong communication. Flexible hours and development opportunities are offered.

Qualifications

• Must have completed tertiary education or equivalent.
• Experience in technical support or help desk environments.
• Familiarity with hotel software solutions or related hospitality systems.
• Demonstrates analytical thinking and problem-solving skills with clear communication.

Responsibilities

• Serve as the first point of contact for Amadeus Hospitality customers across phone, portal, and email channels, beginning with an assigned product and expanding as knowledge develops.
• Identify customer needs and communicate clear and effective resolutions by distinguishing between symptoms and root causes.
• Use available tools, systems, and support channels to resolve customer questions and escalate when needed.
• Document customer interactions and troubleshooting steps clearly in the CRM system.
• Apply product knowledge and resources to address customer questions on first contact when possible.
• Other duties as assigned.

Skills

Technical support experience

Customer service skills

Familiar with hotel software

Analytical thinking

Clear communication

Education

Tertiary education

Tools

CRM systems

Job description

Job Title

Hotel Application/Systems Technical Support (Reservation Systems)

Summary of the role

At Amadeus Hospitality, we are committed to delivering high-quality and supportive customer service. Our Customer Support Operations team plays an essential role in helping our global hospitality clients succeed with Amadeus solutions. We focus on responsiveness, professionalism, and accessible product knowledge to ensure every customer interaction contributes positively to their experience and operational efficiency.

In this role you’ll / Your main responsibilities

• Serve as the first point of contact for Amadeus Hospitality customers across phone, portal, and email channels, beginning with an assigned product and expanding as your knowledge develops.
• Identify customer needs and communicate clear and effective resolutions by distinguishing between symptoms and root causes.
• Use available tools, systems, and support channels to resolve customer questions and escalates when needed.
• Document customer interactions and troubleshooting steps clearly and consistently within the Customer Relationship Management (CRM) system.
• Apply product knowledge and available resources to address customer questions on first contact whenever possible.
• Other duties and responsibilities as assigned

About The Ideal Candidate

• Have completed tertiary education (or equivalent) in a relevant discipline.
• Bring experience in technical support or help desk environments, including phone, chat, or case management.
• Are familiar with hotel software solutions or related hospitality systems.
• Demonstrate analytical thinking, problem‑solving skills, and clear communication with diverse audiences.
• Are committed to learning Amadeus Hospitality product offerings and staying informed about policies, practices, and trends that influence customer support.

Additional expectations

• Understanding of hospitality industry principles that support effective customer engagement.
• Ability to participate in a rotating shift schedule, including weekends, with schedules communicated in advance.

Bonus Skills if you have

• Knowledge of Microsoft operating systems, networks, and Salesforce (desired but not required).
• Experience in technical support, hospitality operations, or both.
• Familiarity with Configuration Management, Rates and Inventory Management, Booking Workflows, and reporting tools.
• Understanding of how Property Management Systems (PMS) interface with Central Reservation Systems (CRS) for reservation activities, including troubleshooting synchronization issues.
• Awareness of how hotel inventory and pricing are distributed through Online Travel Agencies (OTAs), switches, and tour operators, including cache mechanisms and pricing logic.
• Strong interpersonal skills and the ability to explain technical concepts in a clear and supportive manner.

What we can offer you

• A meaningful mission—helping power the future of travel through impactful work.
• A global workplace culture shaped by diverse teams, shared values, and a collaborative spirit.
• Comprehensive learning opportunities through on‑the‑job experiences, training programs, and daily interactions.
• An environment that supports both professional growth and personal well‑being.
• Competitive compensation, including salary, incentives, and caregiving and health benefits.
• A flexible working model to help you do your best work.
• A diverse and inclusive community committed to fostering belonging.
• A company that values trust, reliability, and consistent partnership with customers and employees.

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Diversity & Inclusion

Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, andas a role model for an inclusive employee experience.

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation,age, beliefs, disability or any other characteristics protected by law.