Guest Service Officer

Armada Hotel Manila; Manila; On-site; PHP 220,000 - 300,000; Full time

Job summary

Armada Hotel Manila is seeking a Guest Services Officer to support front desk operations, providing accurate information, handling guest messages, processing requests, and coordinating communication across multiple channels. You will help ensure guest needs are addressed promptly and professionally and contribute to a positive guest experience.

Responsibilities include logging reports, upselling services, inventory control of keys and equipment, and assisting across departments.

Qualifications

• Strong customer service and communication skills.
• Ability to operate computer terminals, consoles, pagers, radios, and two-way communication systems.
• Organised approach to logging reports and tracking inventory.
• Willingness to perform additional duties as assigned by Management.

Responsibilities

• Handle guest and administrative messages.
• Upsell hotel services and verify requests with a positive tone.
• Control inventory and issuance of keys, radios, pagers, and equipment.
• Log repair and emergency reports with correct codes in the system.
• Provide information to callers and maintain information files.
• Perform concierge duties including tours and transportation bookings.
• Prepare Guest Services reports and assist with department requests.
• Handle special requests and monitor arrival/departure patterns.

Skills

Customer service

Communication skills

Hospitality mindset

Organizational skills

Tools

Computer terminals

Two-way radios

Pagers

Job description

Support the hotel’s Guest Services operations by providing accurate information, handling guest and administrative messages, processing requests, dispatching services, and coordinating communication through computer terminals, consoles, pagers, two-way radios, and other communication equipment. The role also collects and monitors data on customer requests, comments, and complaints while helping ensure that guest needs are addressed promptly and professionally.

Key responsibilities

Handle guest and administrative message services.

Up-sell hotel services, use guests’ names, verify requests, and maintain a positive, can-do attitude and tone of voice.

Control the inventory and issuance of keys, radios, pagers, and other Guest Services equipment.

Log telephone repair and emergency reports with appropriate tracking codes in the computer system.

Provide callers with hotel information and maintain and update information files.

Be familiar with, inspect, and maintain Guest Services office equipment.

Use pagers, radios, and two-way communication systems effectively.

Prepare all Guest Services reports.

Assist with and process in-house requests and needs from all departments.

Perform additional tasks to ensure that guest needs are met directly or indirectly.

Handle special requests, sell amenities and catering services, and monitor arrival and departure patterns.

Help develop guest history profiles, coordinate inventory tracking, and manage the proper storage and collection of equipment.

Keep abreast of current hotel information.

Perform concierge duties, including booking tours and transportation and providing directions, hotel information, and restaurant information.

Perform any other duties assigned by Management.

What we're looking for

Strong customer service and communication skills.

Ability to provide accurate information and handle guest requests professionally.

Ability to operate computer terminals, consoles, pagers, radios, and two-way communication systems.

Organised approach to logging reports, monitoring requests, preparing reports, and tracking inventory.

Positive, service-focused attitude and ability to maintain a professional tone of voice.

Ability to coordinate effectively with multiple hotel departments.

Ability to manage special requests, concierge enquiries, tours, transportation, and hotel information services.

Willingness to perform additional duties as assigned by Management.

What can I earn as a Guest Services Officer