Guest Service Officer - Butler

Newport World Resorts; Philippines; On-site; PHP 357,000 - 580,000; Full time

Job summary

Newport World Resorts in the Philippines seeks a Guest Service Officer - Butler to deliver luxury, personalized service to VIP and casino patrons, anticipating needs with discretion and warmth. You will coordinate with multiple departments to create tailored guest experiences and maintain detailed profiles for repeat visits.

The role requires hospitality experience, Butler training is a plus, and strength in communication and public relations to showcase Filipino hospitality at its finest.

Qualifications

• College degree in Hotel Management or related field.
• 2–3 years of experience in a hotel, as a Butler, or similar guest-focused role.
• VIP or high-roller guest experience in a casino is an advantage.
• Butler training or certification is an advantage.
• Fine dining and beverage service experience is an advantage.
• Fresh graduates are welcome to apply.
• Excellent customer service and communication skills; English fluency with Chinese or Korean a plus.
• Proficiency in PMS-Opera for guest services management.
• Professional demeanor with organization and detail orientation.
• Strong public relations skills and knowledge of local attractions.

Responsibilities

• Provides exceptional personalized service as the primary point of contact for VVIP guests and patrons, ensuring needs are anticipated and preferences are met.
• Assists with itinerary arrangements, tailored recommendations, and prompt guest request handling.
• Offers personalized support to casino guests for a seamless gaming experience.
• Maintains detailed guest profiles and ensures preferences are fulfilled.
• Works with VIP, BD, F&B, Housekeeping, Security, and Casino for a seamless guest experience.
• Coordinates with concierge for transportation and other logistics.
• Relays guest preferences and incidents to management for effective follow-up.
• Adheres to house rules and emergency procedures, ensuring operational excellence.
• Assists guests beyond the premises when necessary, including outings or events.
• Greet and guide guests from airport or hangar in collaboration with partner hotels.

Skills

Customer service

Verbal and written communication

Multitasking

Problem solving

Public relations

Chinese or Korean knowledge (plus)

Education

College degree in Hotel Management or related field

Butler Training or certification

Tools

PMS-Opera System

Job description

JOB SUMMARY

The Guest Service Officer - Butler embodies the Resort's core values of luxury, service, and hospitality, acting as the dedicated point of contact for VIP and Casino patrons. They provide exceptional and personalized service, anticipating and fulfilling guest needs with discretion, precision, and a keen attention to detail. The role goes beyond traditional service, offering tailored experiences, managing special requests, and providing exclusive recommendations. As a key ambassador of the brand, the Butler delivers a level of service that exceeds guest expectations and elevates the overall experience with the warmth and excellence of Filipino hospitality.

RESPONSIBILITIES

Guest Service and Personalized Assistance

• Provides exceptional personalized service as the primary point of contact for VVIP guests and patrons, ensuring their needs are anticipated and preferences are met.

• Assists with itinerary arrangements, offer tailored recommendations, and ensure all guest requests are addressed promptly, professionally, and with warmth.

• Offers personalized support to casino guests, ensuring a seamless gaming experience and familiarity with games and casino privileges.

• Maintains detailed guest profiles, making them feel valued and ensuring preferences are fulfilled.

• Assists with guest departures, ensuring all belongings are accounted for.

Coordination and Collaboration

• Works closely with departments such as VIP, BD, F&B, Housekeeping, Security, and Casino to ensure a seamless experience for guests.

• Collaborates with concierge to coordinate transportation and other logistical needs.

• Communicates guest preferences, activities, and incidents to management, ensuring effective coordination.

• Relays guest complaints and compliments to relevant department heads, ensuring appropriate follow-up.
  

Preparation and Logistics

• Prepares check-in materials and ensure rooms are set up according to guest specifications before arrival.

• Manages and monitors guest activities during their stay, providing assistance when needed.

• Secures access and passes for resort facilities and services as required.

Operational Excellence

• Provides accurate and reliable information to guests regarding resort facilities, services, and local attractions.

• Reports guest preferences, incidents, and relevant updates to superiors in a timely manner.

• Adheres to house rules, hotel policies, and emergency procedures, ensuring operational excellence.

• Assists guests beyond the premises when necessary, such as accompanying them to shopping malls or other locations.

Other Tasks and Adherence to Policies

• Maintains a high standard of appearance and hygiene, following company policies and procedures.

• Adheres to the company’s code of conduct, demonstrating integrity while performing all tasks.

• Performs additional related tasks as assigned, including assisting VIP guests in the casino or at private events, and handling guest requests outside the resort’s premises.

• Coordinates with partner hotels for extended services, and greet and guide guests from the airport or hangar.
  

QUALIFICATIONS

• College graduate of any four (4) year degree preferably in Hotel Management

• Preferably has two (2) to three (3) years of experience in a hotel, as a Butler, or in a similar guest-focused, service-oriented role.

• Background in assisting VIP or high-roller guests in a casino environment is an advantage

• Completion of formal Butler Training or certification is an advantage

• Fine dining and beverage service experience is an advantage

• Fresh graduates are welcome to apply

• Customer Service & Communication: Exceptional customer service skills with strong verbal and written communication abilities. Proficiency in Chinese or Korean is a plus.

• PMS-Opera System: Proficient in navigating the PMS-Opera system to manage guest services and operations efficiently.

• Professionalism & Organization: Maintains a professional demeanor with excellent organizational skills and attention to detail, ensuring smooth operations.

• Public Relations & Local Knowledge: Strong public relations skills with in-depth knowledge of the property and Metro Manila’s attractions, dining, shopping, entertainment, medical services, transportation, and foreign currency exchange rates.

• Food & Beverage Expertise: Knowledgeable in food & beverage etiquette and protocols, with Butler training being an advantage.

• Multitasking & Problem Solving: Ability to multitask and solve problems effectively, with cultural awareness and sensitivity.

• Resort & Facility Knowledge: Well-versed in the resort’s facilities, promotions, F&B outlets, events, and special attractions, ensuring guests are informed and well-served.

• Emergency Procedures & Guest Care: Familiar with emergency procedures and capable of addressing urgent guest needs in a calm and efficient manner.