Agent, Casino Services & Reservations

melcoresorts; Manila; On-site; PHP 223,000 - 357,000; Full time

Job summary

City of Dreams Manila is seeking an Agent for Casino Services & Reservations to answer multi-line calls and assist with enquiries promptly. You will provide professional, timely information to guests and facilities, adhering to Forbes standards and company procedures.

The role requires knowledge of hotel systems, accurate data entry, and strong communication to ensure guest satisfaction and smooth reservations.

Responsibilities

• Operates Opera, Serenata, Flytech and uses Excel, PowerPoint and Word for data input and access.
• Keeps current knowledge of City of Dreams Manila events, gaming, food & beverage and entertainment.
• Handles high volumes of calls and emails and provides professional information on bookings.
• Records detailed information and forwards messages to the relevant department.
• Upsells rooms to maximize revenue and contributes to KPI achievement.
• Adheres to policies and contributes to service quality goals and standards.

Skills

Multiline calls handling

Guest inquiries handling

Customer service

Tools

Opera

Serenata

Flytech

Syco Vouchers

Excel

PowerPoint

Word

Job description

REQ15059 Agent, Casino Services & Reservations (Open Date: 07/09/2026)

POSITION SUMMARY:

The Agent, Casino Services and Reservations is an individual who answers multi-line calls, assists with the enquiries and/or directs the calls to the appropriate destinations promptly.

The agent is tasked with providing professional and swift service to guests and facilities at the property in an informed and timely manner.

The individual is tasked with ensuring guest expectations are met, adhering to established Forbes standards, policies and procedures.

He/she will be required to achieve set objectives by management and work in close coordination with the team.

PRIMARY RESPONSIBILITIES:

• Exhibits a thorough understanding and working knowledge of Opera, Serenata, Flytech, Syco Vouchers, and room availability including Excel, Power Point and Word and ability to input and access data in the computer.
• Remains conversant with all services and facilities offered at the Hotel.
• Maintains current product knowledge of events and facilities of City of Dreams Manila including gaming, food & beverage and entertainment to ensure guests receive accurate, timely information and advice.
• Answers high volume of calls/emails and responding professionally in terms of all general enquiries or booking activities related to Melco Resort Leisure Philippines group and maintains a response rate and service levels in accordance with established standards.
• Captures detailed information on received calls and processes such requests or forwards the messages to the relevant department.
• Understands and responds effectively and clearly to address requests over the phone or written correspondences.
• Resolves internal and external guest complaints to guest satisfaction and escalates all challenges to department supervisors and managers in a timely and efficient manner to minimize further customer dissatisfaction and for tracking purposes.
• Adheres to all company policies and procedures and strives to achieve the service quality overall KPI's, targets and goals.
• Researches required information using accessible resources.
• Ensures the provision of professional and timely customer service to our guests and customers, ensuring familiarity within all areas of the Contact Centre - hotel room reservations and internal helpdesk.
• Maintains all Forbes quality standards and procedures from guest's pre-arrival, to guest's arrival, to guest's in-house stay to the guest's departure.
• Follows up complicated calls where required.
• Directs unresolved issues and requests to the appropriate designated resource.
• Records and processes requests accurately and messages for our guests and customers and associated departments, utilizing the systems and technology.
• Interprets correctly the inventory or rate availability and keeps Management updated on the latest status.
• Contributes to the maximization of revenue within City of Dreams Manila by upselling Rooms where appropriate.
• Provides feedback to supervisor of any specific demand period for reservations to maximize revenue.
• Recommends appropriate action plan which will increase reservations sales and/or improves guest satisfaction.
• Adheres to set schedule, established policies and procedures and reporting requirements.
• Seeks to develop a trusting relationship and working rapport with team members and ensure a positive approach to work.
• Attends daily briefing, monthly departmental meetings and training sessions as scheduled.
• Maintains strong, professional relationships with relevant representatives from competitor hotels, business partners and other organizations.
• Provides excellent service to internal customers in other departments as appropriate and in accordance to set standards.
• Assists in establishing and maintaining a good call management system and operation that minimizes lost calls and has a high rate of enquiries being converted to sales.
• Compiles and maintains departmental information on daily/ weekly / monthly basis.
• Facilitates the ad-hoc promotion launched by other departments or as advised by Management.
• Delivers the brand promise and provides exceptional guest service at all times.
• Understands and strictly adheres to rules and regulations established in the Employee Handbook and the hotel's policies concerning fire, hygiene, health and safety.
• Reports accidents, injuries and unsafe work conditions to supervisor.
• Complies with Hotel's uniform, grooming, and hygiene standards at all times.
• Ensures and maintains confidentiality of all guest's information and pertinent Hotel data.
• Assists the Hotel Response Team in responding to emergencies; involvement is guided and/or limited per Hotel's emergency procedures.
• Participates in the company's Corporate Social Responsibility Program.
• Reduces waste materials and supplies by adhering to the Company's guideline on re-using and recycling.
• Ensures work area is clean and neat at all times including the proper maintenance of all equipment.
• Identifies best practices to be implant