Guest Experience Representative
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Scale Up Philippines is partnering with an established UK-based property management and accommodation company to hire a Guest Experience Representative.
We’re looking for someone who is confident, customer-focused, calm under pressure, and passionate about creating a positive guest experience from booking through checkout.
Key Responsibilities
- Handle inbound guest calls, emails, and messages promptly and professionally
- Build rapport with guests and proactively assist with their needs
- Resolve guest concerns and complaints efficiently
- Coordinate relocations and urgent accommodation issues
- Maintain accurate guest and enquiry information in the CRM
- Monitor WhatsApp group chats and ensure timely responses
- Provide clear handovers and coordinate with Operations and Sales teams
- Support guest journey improvements, guidebooks, and internal processes
- Take ownership of guest concerns and follow through until resolution
What We’re Looking For
- Excellent verbal and written English
- Strong customer service and communication skills
- Patient, professional, and composed when handling challenging guests
- Highly organized with strong attention to detail
- Proactive and solution-focused mindset
- Comfortable using CRM systems and digital communication tools
- Strong teamwork and ownership mentality
Experience in hospitality, serviced accommodation, property management, customer service, or guest relations is an advantage.
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