Guest Service Associate

JOB SUMMARY

The Guest Service Associate delivers an exceptional service as the first point of contact for our guests. This role is responsible for managing guests' check-in and check-out process with efficiency, accuracy and a welcoming demeanor. They handle guests' inquiries with professionalism while coordinating with different departments and casino support teams. They also anticipate guest needs, resolve any issues promptly ensuring every guest feels valued with the highest standard of hospitality. This role is expected to play a vital role in establishing the Hotel brand and hospitality during pre-opening.

RESPONSIBILITIES

Guest Reception & Service:

• Greets guests and VIP players warmly and professionally upon arrival.
• Verifies reservations and confirms guest details.
• Assigns rooms based on guest preferences, availability, or special requests.
• Processes payments and issues receipts.
• Handles walk-in bookings, cancellations, or reservation changes.
• Ensures room keys are issued correctly to guests.
• Coordinates transportation arrangements for guests.
• Ensures proper handling and storage of guest parcels and personal belongings.
• Offers assistance to guests whenever needed.
• Addresses guest queries, inquiries, and requests in a prompt, professional, and friendly manner.

Guest Relations & Communication:

• Maintains a good public relationship with guests, providing a welcoming and positive experience.
• Demonstrates knowledge of Metro Manila, local attractions, and current events to assist guests.
• Maintains awareness of room features and services to provide guests with necessary information.
• Ensures the importance of guest recognition is upheld at all times.
• Communicates with security regarding unusual activities or guest-related concerns.
• Works well with related departments such as Casino, Membership, F&B, Housekeeping, Security, and Transportation to ensure smooth operations.

Operational Coordination & Front Desk Management:

• Monitors daily arrivals, departures, and occupancy to ensure smooth operations.
• Manages the reception area to keep it clean, organized, and welcoming.
• Liaises with casino operations, VIP, and other departments to ensure efficient service.
• Directs guests and visitors to the appropriate departments or individuals.
• Stays knowledgeable about directions, shops, outlets, and partner hotels in the area.
• Maintains awareness of available facilities and services offered to guests.

Other Tasks:

• Upholds the company's code of conduct and models the resort’s mission, vision, and core values in daily operations.
• Maintains a high standard of appearance and hygiene at all times in accordance with company policies and procedures.
• Attends meetings, training, and other work-related activities as required.
• Performs any additional tasks as assigned to ensure the smooth operation of the Housekeeping department and the delivery of exceptional service.

QUALIFICATIONS

• College graduate of any four (4) year degree preferably in Hotel Management
• One (1) year  experience in any customer-related job preferably as a front desk, receptionist in a hotel
• Customer Service & Communication: Exceptional customer service skills with good verbal and written communication abilities.
• PMS-Opera System: Proficient in navigating the PMS-Opera system to manage guest services and operations efficiently.
• Professionalism & Organization: Maintains a professional demeanor with excellent organizational skills and attention to detail, ensuring smooth operations.
• Public Relations & Local Knowledge: Strong public relations skills with in-depth knowledge of the property and Metro Manila’s attractions, dining, shopping, entertainment, medical services, transportation, and foreign currency exchange rates.
• Multitasking & Problem Solving: Ability to multitask and solve problems effectively, with cultural awareness and sensitivity.
• Resort & Facility Knowledge: Well-versed in the resort’s facilities, promotions, F&B outlets, events, and special attractions, ensuring guests are informed and well-served.
• Emergency Procedures & Guest Care: Familiar with emergency procedures and capable of addressing urgent guest needs in a calm and efficient manner.
• Teamwork & Relationship Building: Works effectively within a team, fostering harmonious working relationships with peers and superiors.
• Adaptability & Stress Management: Capable of handling stressful, high-pressure situations while maintaining focus and efficiency.