Front Office Receptionist

Melco Resorts & Entertainment Limited; Manila, Hinoba-an; On-site; PHP 279,000 - 424,000; Full time

Job summary

Melco Resorts & Entertainment Limited, City of Dreams Manila, seeks a Front Office Receptionist to deliver high-quality guest service, handle check-in/out, and upsell services. You will maintain guest information accuracy, coordinate with teams, and uphold security standards in a luxury hotel environment.

The role requires fluency in English, 5-star hospitality awareness, and the ability to work flexible shifts including overnight and weekends.

Qualifications

• 1 year receptionist experience in a 5-star luxury hotel preferred.
• Working knowledge of OPERA (PMS), Excel and Word.
• College graduate or equivalent professional training.
• Basic typing skills and ability to input and access data on a computer.
• Fluent in both written and spoken English.
• Ability to stand and/or walk for extended periods.
• Flexible shift including overnight, weekends and holidays on a rotation basis.
• Ability to work on overtime when needed.

Responsibilities

• Handle check-in/check-out using established systems; allocate rooms and process payments.
• Provide information on hotel facilities, services, events and hours; assist guests promptly.
• Upsell rooms and transportation services to guests.
• Maintain guest privacy and secure guest information.
• Coordinate with Security and other departments; report incidents as needed.
• Attend daily briefings and required trainings; maintain professionalism.
• Assist guests with reservations and after-hours bookings as required.

Skills

Receptionist experience

English (fluent)

Typing / data entry

Education

College graduate

Tools

OPERA PMS

Excel

Word

Job description

REQ15015 Front Office Receptionist (Open)

POSITION SUMMARY:

Receptionist, Front Office is responsible for delivering a positive and quality customer service experience through providing check-in, check-out and related services to guests and visitors to City of Dreams Manila in accordance with departmental set service standards.

PRIMARY RESPONSIBILITIES:

Performs check-in and check-out processes utilizing established systems and procedures including appropriately allocating rooms to guests, escorting guests to room and confirming and executing account payment in accordance with established credit procedures. This includes ensuring that floats balance at the completion of each shift. Maintains a complete knowledge of Hotel’s features, services, and hours of operation as well as products, events and facilities including gaming, food & beverage and entertainment to ensure guests receive accurate, timely information and advice. Contributes to the maximization of revenue within City of Dreams Manila by “upselling” rooms where appropriate to guests. Looks for opportunities to sell and upsell the Hotel’s limo and other transportation services to our guests. Exhibits exceptional customer service at all times to both guests and fellow employees when communicating instruction, information or advice ensuring the information is received in a timely manner and understood. Remains able to focus attention on details and guest needs, remaining calm, courteous and warm. Establishes and promotes positive relationships with guests to delight and gain loyalty. Recognizes repeat guests upon arrival, using name recognition when possible. Ensures quality standards and procedures are followed for VIP guests. Updates guest information and profile details for all guests. Ensures the property of guests is secure by informing them of Safety Deposit Box facilities located within guest rooms. Ensures the effective resolution of any issues raised by a guest either in person or by referring the issue to a more senior manager to ensure on going relations and rapport are not compromised with the guest. Obtains feedback from guests to improve services and facilities. Takes reservation from guests over desk and take after-hours reservations when required. Ensures manual operating procedures are implemented and understood during Opera downtime. Cooperates and coordinates with colleagues whenever necessary and maintains good relationships with colleagues and contributes to team spirit. Attends daily briefings and ensure pass-on information is seamless. Attends scheduled employee training and periodic reviews on generic hotel training and departmental specific responsibilities. Adheres to and complies with all the Company’s policies and procedures including set guidelines for attendance & timekeeping; grooming, and hygiene standards at all times. Ensures and maintains confidentiality of all guest’s information and pertinent hotel data. Reports accidents, injuries and unsafe work conditions to supervisors. Looks out for any person behaving in a suspicious manner and informs Security accordingly. Assists the Hotel Emergency 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. Conserves water and energy when possible. Ensures work area is clean and neat at all times including the proper maintenance of all equipment needed to perform your daily tasks. Ensures timely reporting of malfunctioning or maintenance deficiencies to appropriate area. Identifies best practices to be implemented in your own work area as well as throughout the hotel. Maintains the highest standard of professionalism, ethics, and attitude toward guests and colleagues. Performs other reasonable job duties as assigned by supervisors from time to time.

QUALIFICATIONS:

• Experience 1 year of Receptionist experience in a 5 star luxury hotel is preferred.
• Have a working knowledge of OPERA (PMS), Excel, and Word.
• Education College graduate or equivalent professional training.
• Skills / Competencies Basic typing skills and able to input and access data in the computer.
• Fluent in both written and spoken English.
• Other Attributes Ability to stand and/or walk for an extended period of time during the shift.
• Ability to work on flexible shift including overnight, weekends and holiday on rotation basis.
• Ability to work on overtime when needed.

Melco Resorts & Entertainment Limited (“Melco”) is a developer, owner and operator of casino gaming and entertainment casino resort facilities in Asia. Through the implementation of innovative products and services and by working hand-in-hand with globally renowned brands, Melco intends to offer the best entertainment experience that aims to appeal to a broad spectrum of customers and thereby become the leader of gaming industry in the region. In this endeavor, we have a number of projects currently underway or planned.