VIP Reservations & Guest Experience Specialist

Newport World Resorts; Pasay; On-site; PHP 201,000 - 290,000; Full time

Job summary

Newport World Resorts in Pasay, Philippines, is seeking a Customer Care Associate to handle VIP and non-VIP reservations, coordinate events and promotions, and respond to inquiries across email, phone, chat and social channels for the integrated resort.

Responsibilities cover inbound inquiries, outbound telemarketing, complaints resolution, and coordination with partner hotels. Strong communication and customer service skills are essential; familiarity with Google Workspace preferred.

Qualifications

• Completed at least two years of college or senior high school graduate.
• Preferably one year of experience in a BPO or in-house contact center.
• At least one year of customer service experience.
• Experience in hotel reservations or front desk is a plus.
• Strong customer handling skills and excellent communication.
• Confident and decisive in challenging scenarios.
• Adaptable to change and able to work under pressure.
• Proficient in Google Workspace.

Responsibilities

• Inbound: answer calls and live chat on general inquiries about events, promotions, and hotel activities.
• Inbound: reply to emails professionally using provided templates and guidelines.
• Inbound: collate and resolve customer complaints with proper documentation.
• Outbound: call and engage new or inactive members to drive visitation and activities.
• Outbound: assist in telemarketing campaigns and promote NWR products.
• Reservations: coordinate VIP guest arrangements for hotels, transport, and entertainment.
• Reservations: respond to inquiries from hotel fronts desks and VIP teams.
• Reservations: coordinate with partner hotels on daily due outs and arrivals.

Skills

Customer service

Excellent communication

People skills

Adaptability

Under pressure

Decision making

Google Workspace

Education

Two years of college or SHS graduate

Job description

Newport World Resorts in Pasay, Philippines, is seeking a Customer Care Associate to handle VIP and non-VIP reservations, coordinate events and promotions, and respond to inquiries across email, phone, chat and social channels for the integrated resort.

Responsibilities cover inbound inquiries, outbound telemarketing, complaints resolution, and coordination with partner hotels. Strong communication and customer service skills are essential; familiarity with Google Workspace preferred.