Guest Services Agent

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
Guest Services Agent
Theme Parks & Attractions | Acquire Intelligence
Every day, guests reach out planning their next big day out, and your job is to help turn that excitement into a booked, ready to go adventure. Whether it’s a family holiday, a milestone celebration or a spontaneous day trip, you’ll be the friendly voice that helps people plan a great time, from the very first hello. This role covers both inbound and outbound conversations by phone and email, asking the right questions and guiding guests confidently toward the booking that suits them.
You will be working on behalf of a long standing Australian client in the theme parks and tourism industry, supporting their guest services contact centre function. At Acquire Intelligence, we invest in our people and build careers, not just fill roles. Your work will directly shape the fun guests have, long before they ever walk through the gate.
Role Snapshot
The Guest Services Agent responds to guest contact by phone and email, converting enquiries into confirmed bookings and helping guests plan a great day out. Coverage is 8:00am to 5:30pm AEST, 7 days a week.
Key Responsibilities
Customer Engagement (Phone & Email)
• Respond to inbound guest enquiries by phone and email in a timely and professional manner
• Make outbound calls to support bookings, follow ups and revenue conversion activity
• Provide accurate information on theme park tickets, passes, promotions and experiences
Booking & Reservation Management
• Convert enquiries into confirmed bookings for accommodation and ticketed experiences
• Process bookings, ticketing and event reservations accurately and within agreed timeframes
• Identify and act on upsell and cross sell opportunities, including membership retention
Issue Resolution & Escalation
• Handle guest complaints and escalations with empathy, ownership and professionalism through to resolution
• Escalate complex or unresolved issues to the appropriate teams in a timely manner
Quality, Compliance & Reporting
• Document all guest interactions accurately in the appropriate systems
• Meet performance metrics related to call answer time, first contact resolution, quality and productivity
• Adhere to data privacy, PCI DSS and confidentiality requirements at all times
A Bit About You
• Proven experience in a customer service or contact centre role in a fast paced environment
• Strong verbal and written communication skills, with confidence on outbound and inbound calls
• Excellent problem solving skills and ability to think critically under pressure
• Ability to manage multiple tasks and prioritise workload efficiently
• High attention to detail and accuracy in processing bookings and documentation
• Proficiency in using booking, ticketing and standard productivity systems
• Strong interpersonal skills with the ability to build rapport and trust with guests
• Demonstrated ability to handle difficult situations with professionalism and composure
• A sales focused, guest centred mindset with a commitment to delivering high quality service
• Genuine enthusiasm for helping people plan a great time, and the energy to bring that to every call
• Willingness to work a seven day rostered shift pattern within the 8:00am to 5:30pm AEST coverage window
What We Value
We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:
• Curious and Clever: Smart questions spark smart solutions
• Entrepreneurial Energy: Think like an owner, solve like a founder
• Fast with Intent: We move fast and deliver real results
• Laugh and Learn: We don’t take ourselves too seriously, just our results
We help companies grow faster and operate smarter by delivering intelligent outsourcing and automation solutions. Our mission is to eliminate inefficiencies, automate with intent, and reallocate work to where it performs best, always guided by safety, flexibility, and innovation.
Join the A-Team and experience the A-Life!