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!

Don't quite meet every single requirement, but still believe you'd be a great fit for the job We'll never know unless you hit the Apply button. Start your journey with us today.