Guest Relations Agent

Wharf Hotels Group; Manila; On-site; PHP 268,000 - 424,000; Full time

Job summary

Marco Polo Ortigas Manila, part of Wharf Hotels Group, seeks a Guest Relations Agent to provide VIP-level service and seamless front desk support. The role emphasizes personalized guest care, efficient check-in/check-out, and coordination with Housekeeping to ensure VIP room readiness.

The ideal candidate has hotel front office experience, strong guest relations skills, and knowledge of hotel systems, with a commitment to confidentiality and superior service.

Qualifications

• Experience in customer service operations, preferably in luxury hotel front office.
• Strong guest relations skills with ability to provide personalized VIP service.
• Knowledge of hotel systems, SOPs, room inventory, and upselling techniques.
• Ability to handle guest concerns professionally while maintaining confidentiality.
• Familiarity with safety, emergency procedures, and interdepartmental coordination.

Responsibilities

• Delivers courteous, efficient, and personalized service to all guests, including VIPs.
• Performs accurate check-in, key issuance, and guest handling in line with SOPs and confidentiality standards.
• Demonstrates thorough knowledge of rooms, facilities, services, promotions, and safety procedures.
• Proactively addresses guest inquiries, requests, and complaints with urgency and professionalism.
• Coordinates with Housekeeping and Management to ensure VIP room readiness and optimal guest satisfaction.

Skills

Guest relations

VIP service

Customer service

Confidentiality

Upselling

Education

Bachelor's degree or diploma in Hospitality Management

Job description

Bring your skills and experience to roles that can make an impact to our guests and colleagues. Join us.

Responsibility

Guest Relations Agent is responsible in providing the most efficient, courteous & personalized service to all guests in all areas of Customer Service Operations, with particular attention to VIP guests. Also handles the registration & check out of VIP guests as well as all other Customer Service Tasks like Cashiering, Telephone Desk Operation, Concierge and Room Reservations.

• Delivers courteous, efficient, and personalized service to all guests, including VIPs
• Performs accurate check-in, key issuance, and guest handling in line with SOPs and confidentiality standards
• Demonstrates thorough knowledge of rooms, facilities, services, promotions, and safety procedures
• Proactively addresses guest inquiries, requests, and complaints with urgency and professionalism
• Coordinates with Housekeeping and Management to ensure VIP room readiness and optimal guest satisfaction

Qualifications

• Bachelor’s degree or diploma in Hospitality Management, Hotel & Restaurant Management, Tourism, or a related field.
• Demonstrated experience in customer service operations, preferably within a luxury hotel front office environment.
• Strong guest relations skills with the ability to provide personalized and VIP-level service.
• Knowledge of hotel systems, SOPs, room inventory, and upselling techniques.
• Ability to handle guest concerns professionally while maintaining confidentiality.
• Familiarity with safety, emergency procedures, and interdepartmental coordination.

Marco Polo Ortigas Manila is an equal opportunity employer commited to diversity and inclusion in workplace. We strongly discourage discrimination and harassment of any manner with regards to race, color, sex, religion, national origin, sexual orientation, genetic information, disability, pregnancy, or any other protected characteristic as outlined by our local laws.

Equal opportunities are extended to all candidates and the information provided will be used for the consideration of your application. All personal data collected will be for recruitment purposes only.