Guest Service Officer , Sky Tower FO

solaireresort; Parañaque; On-site; PHP 300,000 - 420,000; Full time

Job summary

solaireresort in Parañaque seeks a dedicated Guest Relations specialist to greet guests, assist with check-in/check-out, and coordinate VIP arrivals for Bay and Sky Towers. You will be the lobby’s primary guest relations representative, delivering information on facilities, services, and amenities.

You will collaborate across departments to ensure accurate reservations, personalized welcome amenities, and timely service while upholding Forbes Five‑Star standards.

Qualifications

• Previous experience in hospitality or customer service preferred.
• Excellent communication and interpersonal skills.
• Strong organizational skills and attention to detail.
• Proficiency in hotel management systems and computer applications.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Flexible to work rotating shifts, including evenings, weekends, and holidays.

Responsibilities

• Reports directly to the Guest Service Supervisor on guest relations and services.
• Serves as the lobby's primary guest relations representative for Bay and Sky Towers.
• Assists guests with information on hotel facilities, services, and amenities and coordinates VIP/group arrangements.
• Welcome guests during check-in and check-out, verify charges, and process payments accurately.
• Deliver personalized check-in/check-out experiences for VIP guests by coordinating with departments.
• Coordinate with Reservations and Casino Services to ensure reservation accuracy and updates.
• Respond promptly and professionally to guest inquiries and resolve concerns while maintaining high service levels.
• Maintain a clean, organized Front Office workspace and manage calls and messages.
• Process and balance cash, and report discrepancies per procedures.
• Adhere to Forbes Five-Star standards and participate in regular safety and collaboration across departments.
• Complete required administrative tasks and maintain accurate guest records.

Skills

Communication skills

Interpersonal skills

PMS software

Organizational skills

Multitasking ability

Shift flexibility

Tools

PMS software

Job description

Overall Job Responsibilities

Reports directly to the Guest Service Supervisor on matters related to guest relations and guest services. Serves as the Hotel’s primary guest relations representative in the lobby for both Bay and Sky Towers. Assists guests by providing information on hotel facilities, services, and amenities. Coordinates and ensures all VIP and group guest arrangements are prepared before arrival, including room assignments, amenities, transportation, luggage handling, and special requests.

Guest Check-in and Check-out

Welcome guests upon arrival and ensure a smooth and efficient check-in process. Provide guests with information on hotel facilities, services, and amenities. Assist guests during check-out by verifying charges, settling bills, and processing payments accurately. Deliver personalized check-in and check-out experiences for VIP guests in both Bay and Sky Towers by coordinating with relevant departments to ensure seamless service.

VIP Guest Arrivals and Welcome Amenities

Ensure VIP guests receive personalized amenities and exceptional service throughout their stay. Monitor the preparation and timely delivery of customized welcome amenities. Personally, welcome arriving VIP guests and bid them farewell upon departure. Maintain accurate records of VIP guest preferences and ensure these are accommodated whenever possible. Conduct regular follow-ups with VIP guests during their stay to assess satisfaction and promptly address any concerns or special requests.

Reservation Management

• New bookings for walk-in guests
• Modifications to existing reservations
• Reservation cancellations

Coordinate with the Reservations Team and Casino Services to ensure reservation accuracy. Update guest information and reservation details as necessary.

Guest Assistance

Respond promptly and professionally to guest inquiries. Provide information about hotel facilities, dining options, local attractions, and available services. Resolve guest concerns and complaints efficiently while maintaining a high level of customer service. Conduct regular property tours and inspections to ensure hotel standards are maintained.

Sky Tower Front Office Operations

Maintain a clean, organized, and professional Front Office workspace. Ensure office supplies are adequately stocked and equipment is functioning properly. Manage incoming phone calls by providing assistance, directing calls, or taking detailed messages when necessary.

Cash Handling

Process cash, credit card, and other payment transactions accurately and securely. Balance and reconcile the cash float at the end of each shift. Investigate and report any discrepancies in accordance with company procedures.

Safety and Security

Adhere to hotel safety, security, and emergency procedures. Remain vigilant and report any suspicious activities, incidents, or security concerns to management immediately.

Team Collaboration

Work closely with Housekeeping, Maintenance, Reservations, Casino Services, and other departments to ensure guest needs are met promptly. Communicate effectively with team members to support smooth daily operations and enhance guest satisfaction.

Compliance with Forbes Standards

Consistently execute service standards in line with Forbes Five-Star requirements. Maintain the highest levels of professionalism, service quality, and operational excellence in accordance with Forbes guidelines.

Administrative Responsibilities

Complete required administrative tasks, including: Updating guest records Filing documents Preparing reports Maintaining accurate departmental records.

Requirements Qualifications

• Previous experience in the hospitality or customer service industry is preferred.
• Excellent communication and interpersonal skills.
• Strong organizational skills and attention to detail.
• Proficiency in hotel management systems and computer applications.
• Ability to work effectively in a fast-paced environment while managing multiple priorities.
• Positive attitude with a strong commitment to delivering exceptional guest experiences.
• Flexible to work rotating shifts, including evenings, weekends, and holidays.