Guest Reservations Expert

2 days ago

Lipa City, Calabarzon, Philippines iCXeed Full time

We're redefining the short-stay experience, offering curated luxury accommodations that feel like home—only better. As a Guest Reservations Expert, you'll be the first point of contact for prospective guests, playing a key role in converting inquiries into memorable stays across our growing portfolio of premium properties.

Your mission is to deliver outstanding service and seamless booking support—from initial contact through to confirmed reservation. Whether it's via web chat or email, or other communication channel, every guest interaction is a chance to showcase the quality, care, and attention we bring to every stay.

If you're passionate about creating outstanding guest experiences and thrive in a fast-moving, collaborative environment—we'd love to hear from you

Key Responsibilities:

  • Act as the first point of contact for potential guests, responding promptly via web chat and email to understand their accommodation needs.

  • Build strong product knowledge in order to match guest requests with the right property options.

  • Create and send tailored quotes, convert inquiries into bookings, and manage reservation details in the property management system.

  • Process invoices, monitor payments, and follow up on outstanding balances.

  • Use proven sales techniques to maximise conversion rates, upsell services, and cross-sell locations where appropriate.

  • Follow up on pending quotes and document reasons for lost opportunities to inform ongoing improvements.

  • Provide timely and professional responses to general guest inquiries to maintain a high level of service.

What We Look For:

  • Proven experience in a customer-facing role; prior reservations or hospitality experience is a strong plus.

  • Excellent written communication skills—essential for maintaining a consistent and professional tone in a remote work environment.

  • Highly organised with the ability to manage a high volume of inquiries and emails while prioritising effectively.

  • A people-first mindset and strong interpersonal skills to handle a variety of guest personalities and needs.

  • High attention to detail and accuracy, particularly when handling booking and payment information.

  • Self-motivated, proactive, and capable of working independently with minimal supervision.

  • Comfortable adopting new technologies and working across various digital platforms.

  • Flexibility to work on a rotating roster, including weekends and public holidays, as needed.

  • Fluency in English; other languages are a plus, but not required.

  • Willing to work on rotational shifts, following AEST and UK time zones.


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