Guest Relations Agent

Frontier Ortigas Hotel and Resort Corporation; Pasig; On-site; PHP 335,000 - 513,000; Full time

Job summary

Frontier Ortigas Hotel and Resort Corporation is seeking a Guest Relations Agent to deliver courteous, personalized service to all guests and VIPs at the front desk and in related customer service areas.

The role requires experience in luxury hotel front office, strong guest relations skills, and knowledge of hotel systems, SOPs, and room inventory. You will handle check-in/out, inquiries, and coordinate with Housekeeping to ensure VIP readiness.

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.

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

Interdepartmental coordination

Upselling techniques

Safety procedures

Education

Bachelor's or diploma in Hospitality Management

Job description

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.

Key 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

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.