Guest Experience Concierge

Robinsons Land Corporation; Cebu City; On-site; PHP 167,000 - 279,000; Full time

Job summary

Robinsons Land Corporation is seeking a Front Office Associate for a probationary role in Cebu City. The position focuses on warmly welcoming guests, delivering exceptional service, and handling inquiries, reservations, and payments with accuracy.

You will coordinate with Housekeeping and other departments to ensure a smooth guest experience, manage check-ins, and maintain guest profiles in the PMS. Flexibility to work weekends/public holidays is required.

Qualifications

• Associate or Bachelor’s graduate in hospitality related course.
• Previous experience in customer service or front desk roles, preferably in a hotel environment.
• Friendly and welcoming demeanor.
• Strong interpersonal skills, attention to detail, problem-solving abilities.
• Knowledge of basic accounting principles and cash handling procedures.
• Ability to remain calm and composed in high-pressure situations.
• Commitment to providing exceptional guest service and maintaining a positive guest experience.
• Conversant and fluent in English (oral and written), other languages preferred
• Flexibility to work on weekends, public holidays and occasional long shifts

Responsibilities

• Greet guests warmly and ensure they feel valued.
• Provide exceptional customer service and resolve guest issues or special requests.
• Handle incoming calls, screen them, and direct inquiries to relevant departments.
• Provide information about services, amenities, and local attractions to guests.
• Promote hotel amenities, upgrades, and offers to guests.
• Coordinate with hotel departments to meet guest needs.
• Assist with check-in procedures and guest profile updates in the PMS.
• Handle reservations and input guest details accurately into the system.
• Allocate rooms based on guest preferences and availability.
• Ensure rooms are prepared and inspected before arrival in coordination with Housekeeping.
• Respond promptly to inquiries and complaints to ensure guest satisfaction.
• Assist with tours, transportation, and restaurant reservations as requested.
• Provide loyalty program information and enrollment assistance.
• Handle payments accurately and securely; liaise with Finance for credit procedures.
• Maintain audit findings to minimal levels and resolve issues within 48 hours.
• Balance cash drawers at shift start/end and reconcile discrepancies.
• Maintain clear communication with other departments to meet guest needs.
• Perform administrative tasks including updating guest information and reports.
• Maintain confidentiality of guest records and data protection compliance.
• Follow procedures during emergencies and assist with evacuation if needed.
• Complete other duties as assigned

Skills

Customer service

Front desk

Interpersonal skills

Attention to detail

Problem solving

Cash handling

Education

Associate or Bachelors in hospitality

Tools

PMS system

Job description

Robinsons Land Corporation is seeking a Front Office Associate for a probationary role in Cebu City. The position focuses on warmly welcoming guests, delivering exceptional service, and handling inquiries, reservations, and payments with accuracy.

You will coordinate with Housekeeping and other departments to ensure a smooth guest experience, manage check-ins, and maintain guest profiles in the PMS. Flexibility to work weekends/public holidays is required.