Job description
Join TTEC in Sta Rosa, Philippines, as a Hotel Reservation Specialist. This permanent, full-time position offers a stable career path with a global leader in customer experience (CX). You will report to the team leader and collaborate with a dedicated team to deliver exceptional service to travelers and guests from around the world.
In this role, you will handle requests from guests seeking hotel reservations, modifications, or cancellations. You’ll verify travel dates, room types, rate plans, and promotions in our reservation systems, ensuring accuracy and compliance with brand standards. You’ll create and modify bookings in the CRM, maintain guest profiles, and process payments when required. You’ll also look for opportunities to upsell value-added options that enhance the guest experience while meeting company policies.
The compensation for this position ranges from ₱24,000 to ₱27,000 per month, depending on experience, with full benefits and opportunities for career growth within TTEC. This full-time, permanent role is based in Santa Rosa City and is designed for motivated professionals who thrive in a fast-paced contact center environment.
If you are customer-focused, communicative, and comfortable using technology to assist travelers, you will fit well with our team. We value empathy, accuracy, and collaboration, and we are excited to help you build a rewarding career with TTEC.
Responsibility
- Handle inbound calls, emails, and chats from guests seeking hotel reservations, modifications, or cancellations.
- Verify guest details, travel dates, room types, rate plans, promotions, and special requests in the reservation system.
- Create, modify, or cancel reservations accurately in the CRM; maintain data integrity and guest history.
- Offer and upsell value-added options such as breakfast packages, late checkout, or airport transfers where appropriate.
- Communicate terms, policies, and payment details; process payments and secure sensitive information in line with policy.
- Resolve guest concerns with empathy and professionalism; escalate complex issues to the supervisor as needed.
- Update guest records in CRM with clear notes to enable personalized future interactions.
- Collaborate with internal teams and hotel partners to ensure a seamless guest experience and timely issue resolution.
Qualification
- Minimum high school diploma; bachelor’s degree preferred.
- 1 year of customer service experience, ideally in hospitality, travel, or a call center.
- Excellent written and spoken English; additional languages are a plus.
- Strong computer skills and experience with reservation systems, CRM, and hotel property management software.
- Excellent problem-solving and multitasking abilities; ability to stay composed during peak periods.
- Empathetic, guest-focused attitude with the ability to build rapport quickly.
- Attention to detail and data accuracy; reliable and accountable.
- Willingness to work a full-time schedule, including shifts that may include evenings and weekends.