Customer Care Representative - IHG One Rewards

Turn conversations into bookings and create exceptional guest experiences.

If you enjoy solving problems, guiding others, and building trust through every conversation, join IHG Hotels & Resorts as a Customer Care Specialist. You’ll support guests in escalated or high-profile situations, help colleagues navigate more complex issues, and use sound judgment and market insight to strengthen guest loyalty.

Why join us? 

• Build your career in hospitality and customer care while supporting guests when it matters most.

• Take on a trusted advisor role, helping resolve complex guest concerns.

• Use creativity, sound judgment, and available tools to deliver solutions that strengthen guest satisfaction and loyalty.

• Grow in an evolving role with opportunities to learn, contribute, and support team success.

What You'll Do

• Deliver industry-leading reservation, loyalty-program, and service-recovery support across guest contacts.

• Handle escalated or high-profile situations with empathy, accountability, and a solutions-focused approach.

• Build rapport with guests, business partners, hotels, and corporate colleagues through personalized and efficient service.

• Use systems, information, and tools effectively to provide a seamless guest experience and accurately capture details.

• Meet or exceed performance expectations across quality, customer satisfaction, revenue, conversion, partner offers, and other measures set by management.

• Manage your time and schedule responsibly, including attendance and adherence requirements.

• Champion IHG’s brands, values, and ways of working in every interaction.

What We're Looking For

• Previous call center experience, BPO or similar experience in a sales and/or customer service capacity required, ideally in a non-scripted environment; hotel or travel experience is an advantage.

• Strong customer service, communication, and active-listening skills, with the ability to identify problems and resolve them effectively. Fluency in spoken and written English required. 

• Confidence handling complex concerns, adapting information to individual needs, cultural sensitivity when supporting guests, and guiding others when required.

• Strong web-navigation skills, accurate data capture, and the ability to use online communication tools and multiple systems efficiently.

• Some secondary school, high school diploma preferred but not required. 

What's In It For You

• Long-term career growth and advancement opportunities in one of the world's leading hospitality companies.

• Earn competitive pay starting at ~Php 16,000 work from home allowance.

• Unique IHG perks: Retirement Plan, Employee Hotel Discount, Recharge Days, Work-from-Home arrangement (except as needed onsite e.g. New Hire Orientation and Training), “Giving for Good” Volunteer Days, Colleague Share Plan Participation, Performance Bonus.

• A culture that values performance, learning and “True hospitality for good”.
   

Note: Although the role is work from home, employees are expected to remain based within our approved employment locations: NCR, Region IV-A. The arrangement therefore does not support working from anywhere outside these areas.

Ready to turn great conversations into great experiences? Apply today and start your career with IHG Hotels & Resorts!