Hotel Application/Systems Technical Support (Reservation Systems)

AMADEUS MARKETING PHILS, INC.; Taguig; On-site; PHP 335,000 - 580,000; Full time

Benefits offered by this job

Meaningful mission

Global workplace culture

Comprehensive learning opportunities

Growth and well-being environment

Competitive compensation & benefits

Flexible working model

Diversity and inclusion

Trust and reliability

Job summary

Amadeus Hospitality is seeking a Customer Care Analyst to join our support team, delivering first-line assistance and building skills in technology and service delivery across global hospitality clients.

You will handle inquiries by phone, portal, and email, resolve issues, document steps in CRM, and contribute to customer adoption and operational efficiency.

Qualifications

• Completed tertiary education (or equivalent) in a relevant discipline.
• Experience in technical support or help desk environments.
• Familiar with hotel software solutions or related hospitality systems.
• Demonstrate analytical thinking, problem-solving, and clear communication.
• Committed to learning Amadeus Hospitality product offerings and staying informed.

Responsibilities

• Serve as the first point of contact for Amadeus Hospitality customers across phone, portal, and email channels.
• Identify customer needs and communicate clear resolutions by distinguishing symptoms from root causes.
• Use tools and CRM to resolve questions and escalate when needed.
• Document customer interactions and troubleshooting steps clearly within the CRM system.
• Apply product knowledge to address questions on first contact whenever possible.
• Other duties and responsibilities as assigned.

Skills

Technical support experience

Help desk experience

Hotel software knowledge

Analytical thinking

Clear communication

Education

Tertiary education or equivalent

Tools

CRM systems

Windows OS

PMS/CRS interfaces

Salesforce (optional)

Job description

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.

The Customer Care Analyst is a key role within our support organization, providing first-line assistance and building skills in technology and service delivery. By addressing inquiries in a timely and accurate manner, you will help customers maximize the value of our solutions, reduce disruptions, and strengthen long-term adoption. This role offers opportunities for growth while contributing to our mission of delivering dependable, customer-centered support across the hospitality industry.

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 escape 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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