Customer Care Specialist (Manila and Baguio hiring)

Turn complex guest concerns into thoughtful solutions and memorable 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 You Bring 

• 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. 

• Location requirement: This is a work-from-home role, but you must be based within our approved employment locations: NCR, Region IV-A (CALABARZON), or CAR. Working from outside these areas is not supported.

• 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 18,000 plus skills allowance and 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”. 

Ready to turn complex guest concerns into positive experiences? Apply today and build your hospitality career with IHG.