Guest Experience Representative

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.