Executive Lounge Agent

Okada Manila; Metro Manila; On-site; PHP 357,000 - 513,000; Full time

Job summary

Okada Manila is seeking an Executive Lounge Agent to deliver luxury guest experiences by efficiently handling check-in and check-out, processing transactions, and escorting guests to their rooms. Maintain a clean, organized reception and service area while responding promptly to guest inquiries in a dynamic environment.

As a key representative, you will uphold Forbes Travel Guide standards, maintain knowledge of facilities and events, and provide attentive service during meals, upsell menu

Qualifications

• College level education in any field or equivalent training.
• Hospitality degree preferred for higher eligibility.
• 1-2 years in Front Office and/or F&B in a luxury setting.
• Experience on Executive/Club Floor is a plus.
• Fluent English, excellent guest-service mindset.

Responsibilities

• Perform check-in/check-out with accurate room allocation and payments.
• Process cash/cards, balanced cash float daily with reports.
• Handle calls, emails, and reports; upsell hotel services.
• Assist with night audits, end-of-day reports, and currency exchange.
• Maintain lounge cleanliness and service standards per Forbes Travel Guide.

Skills

MS Office

Multitasking

Customer service

English fluency

Bartending knowledge

Education

Hospitality degree preferred

Certificate or above qualification advantageous

Tools

OPERA PMS

GESS

Salto

Agilysys Desktop

DigiValet Dashboard

EDC Machines

Optii

Baggage Handling System

POS systems

Job description

I. BASIC PURPOSE / JOB BRIEF

The Executive Lounge Agent is responsible for delivering exceptional guest experiences by efficiently managing check-in and check-out procedures, maintaining a clean, well-organized reception and service area and providing seamless and personalized dining experience. This role includes accurately processing transactions, taking and serving orders and responding promptly to guest inquiries and requests in a dynamic, fast-paced environment. As a key representative of the Executive Lounge, the Agent plays a vital role in ensuring guest satisfaction while consistently upholding the highest standards of luxury services and professionalism.

II. ORGANIZATION SCOPE

Reports to:

• Executive Lounge Supervisor
• Executive Lounge Senior Supervisor
• VIP Reception Supervisor
• VIP Reception Duty Manager
• VIP Reception Manager

Supervises: None.

III. MAJOR RESPONSILITIES AND DUTIES

Front Office Operations

• Performs check-in and check-out procedures in accordance with established systems and standards, including accurate room allocation, payment processing, and escorting guests to their rooms.
• Accurately and efficiently process guest payments including cash, credit cards, gift certificates to ensure proper settlement and precise collection of sales.
• Ensure individual cash float is balanced daily, with no discrepancies in reports.
• Handles all Executive Lounge Reception-related calls, emails, and reports and promptly update Executive Lounge leaders or the VIP Reception Command Center.
• Support upselling initiatives and actively promote hotel services to guests.

Financial & Administrative

• Assist Executive Lounge leaders with updating end-of-day sales reports, cashier audit findings and corrective actions.
• Assist with night audit tasks, including balancing and batching transactions and submitting all relevant documents to the Finance Department.
• Conduct foreign currency exchange transactions for in-house guests.
• Prepare and submit reports on guest feedback, service performance and operational observations.

Service Standards

• Ensure service standards are met or exceed expectations in accordance with the Forbes Travel Guide and internal audits.
• Maintain current and comprehensive knowledge of hotel facilities, services, events, gaming, dining, and entertainment offerings to provide guests with accurate and timely information.
• Prepare a variety of alcoholic and non-alcoholic beverages with creativity and precision, maintaining quality standards and maximizing profitability.
• Provide attentive guest service throughout meals by regularly checking on tables, refilling drinks, and addressing any requests or concerns promptly.
• Promote and upsell menu items and beverages by informing guest of specials, limited-time offers, and promotions to drive additional revenue.

Lounge Operations

• Maintain cleanliness and organization of the lounge, including mise en place preparation.
• Participate in internal and external training programs as designated by the hotel.
• Oversee daily bar operations, including setup, inventory control, breakage monitoring and equipment maintenance to ensure smooth service and guest satisfaction.
• Efficiently reset tables and maintain well-stocked service station with napkins, cutlery, and condiments to ensure smooth table turnover.
• Assist with ordering and monitoring inventory of front-of-house supplies, including linens, tableware and condiments.
• Perform any additional duties and responsibilities assigned by immediate superiors and management to support operational and business needs.

Compliance & Safety

• Adhere strictly to hygiene, health, and safety standards in compliance with hotel policies and regulatory requirements.
• Maintain accurate knowledge of all menu items, including ingredients and allergens to ensure guest safety.
• Participate in training and certification programs, particularly those related to hygiene and food safety standards.

IV. JOB SPECIFICATIONS

Educational Requirement

• College level education in any field or equivalent professional training (Certificate or above qualification is an advantage).
• Graduates with a degree in Tourism or Hospitality Management are preferred.

Experience Requirement

• 1-2 years of work experience in Front Office and/or Food & Beverage, preferably in a 5-star or integrated resort setting.
• At least 1 year of experience working on the Executive/Club Floor is an advantage.

Skills and Attributes

Leadership skills: N/A

Technical Skills:

• Proficient in MS Office (Word, Excel, PowerPoint, Outlook).
• Basic knowledge in Front Office operational systems such as OPERA Property Management System, Guest Experience Software System (GESS), Salto, Agilysys Desktop, DigiValet Dashboard, EDC Machines, Optii, and Baggage Handling System.
• Basic knowledge of cuisine, beverages and wine.
• Able to efficiently understand, navigate and use Point of Sale (POS) systems.
• Capable of managing multiple tasks simultaneously, such as cashiering, taking orders, and attending to various tables efficiently.
• Conversant with bartending techniques and operations.

Other qualifications:

• Demonstrates exceptional commitment to delivering excellent customer service.
• Flexible with work schedules and shifts based on business demands.
• Fluent in both oral and written English; additional languages an advantage.
• Service-oriented, self-motivated, and a strong team player.
• Fast learner and highly trainable.
• Able to build good working relationships and effectively interact with diverse individuals.
• Proactive and performs well under pressure.
• Strong attention to detail and excellent organizational skills.
• Capable of handling multiple tasks and prioritizing responsibilities effectively.