Remote Guest Experience and Loyalty Specialist

InterContinental Hotels Group; Makati; Remote; PHP 201,000 - 268,000; Full time

Benefits offered by this job

Retirement Plan

Employee Hotel Discount

Recharge Days

Work-from-Home arrangement

Volunteer Days (Giving for Good)

Colleague Share Plan Participation

Performance Bonus

Job summary

InterContinental Hotels Group is seeking a Customer Care Specialist to support guests with reservations, loyalty programs, and service recovery. You will handle escalated situations with empathy, build rapport with guests and hotel partners, and ensure accurate data capture across multiple systems.

Strong English communication and problem-solving are essential for delivering exceptional experiences. Role is work-from-home with location-based requirements (NCR, Region IV-A) and expectation to

Qualifications

• Experience in call center, BPO or similar sales/customer-service role.
• Fluent in English, both spoken and written.
• Ability to resolve complex guest concerns with empathy and accountability.

Responsibilities

• Deliver reservation, loyalty-program, and service-recovery support across guest contacts.
• Handle escalated or high-profile situations with empathy and solutions-focused approach.
• Build rapport with guests, hotels, partners, and colleagues for seamless service.
• Accurately capture details and use tools to enhance guest experience.
• Meet performance targets across quality, satisfaction, revenue, and conversions.
• Manage schedule and attendance per guidelines.
• Champion IHG’s values in every interaction.

Skills

Customer service

Active listening

Communication

Education

High school diploma (preferred)

Tools

CRM systems

Web navigation

Job description

InterContinental Hotels Group is seeking a Customer Care Specialist to support guests with reservations, loyalty programs, and service recovery. You will handle escalated situations with empathy, build rapport with guests and hotel partners, and ensure accurate data capture across multiple systems.

Strong English communication and problem-solving are essential for delivering exceptional experiences. Role is work-from-home with location-based requirements (NCR, Region IV-A) and expectation to