Guest Service Agent | Shifting Schedule | Earn up to 25k

4 weeks ago

Metro Manila Philippines Acquire Intelligence Full time

Acquire Intelligence Acquire Intelligence exists to help businesses unlock smarter ways of working. We believe that by combining the best of people, process, and automation, companies can grow faster and operate with greater confidence. Our purpose is to remove complexity, improve performance, and drive intelligent transformation for organizations around the world. Role Overview As an Acquire Intelligence employee, your role is vital in achieving and exceeding individual and team targets that support company objectives, while building and maintaining customer relationships. You’re also responsible for complying with and enforcing procedures aligned with our information security policies. Values A values‑led organization, we expect all our team members to exemplify our four values of Curious and Clever, Entrepreneurial Energy, Fast with Intent and Laugh and Learn. A Snapshot of Your Role Guest Services Agent is a highly focused, energetic, and proactive professional dedicated to ensuring exceptional guest experiences from answering customer inquiries, confirmation of reservations through to post‑departure. This role involves troubleshooting potential issues, anticipating guest needs, and working closely with on‑ground teams to ensure all guest requirements are met. You will handle inquiries from various channels including email, phone, social media, and web chat, maintaining a high level of efficiency and service excellence. Customer Engagement Anticipate guest needs through active listening and inquisitive questioning. Offer prompt, effective service, recommending suitable accommodation options and rates. Build rapport and establish brand loyalty throughout the reservation process. Respond to phone calls and email correspondence within established timeframes. Reservation Management Create and maintain reservations using correct codes, rates, and guest information. Ensure reservations are updated and checked regularly to ensure a flawless check‑in and check‑out process. Process payment transactions in line with company policies. Guest Engagement (Detailed) Act as the primary point of contact for guests from reservation confirmation to post‑departure. Respond to guest inquiries promptly and professionally across all communication channels. Build rapport and establish brand loyalty through continuous engagement and exceptional service. Operational Efficiency Complete the daily checklist of duties as set out by the Reservations Manager. Assist with the coordination of day‑to‑day duties of the reservations department, ensuring tasks are completed timely and to a high standard. Coordinate with on‑ground staff 48 hours prior to guest arrival to ensure all preparations are complete. Manage guest requests and ensure they are communicated effectively to the relevant teams. Maintain accurate and detailed records of all guest interactions and resolutions. Issue Resolution Own guest issues and complaints, resolving them quickly and effectively to ensure the best possible outcome for guests and the company. Escalate any potential financial concerns immediately to the Manager. Anticipate potential problems and address them proactively. Collaborate with on‑ground teams to manage any physical needs or issues that require direct intervention. #J-18808-Ljbffr

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