Guest Service Officer , Sky Tower Fo

Solaire Resort; Philippines; On-site; PHP 279,000 - 469,000; Full time

Job summary

Solaire Resort in the Philippines is seeking a Guest Service Officer for Sky Tower FO to be the primary guest relations representative in the lobby of both Bay and Sky Towers. You will assist guests with information on facilities and amenities, manage VIP arrivals, coordinate room assignments and transportation, and ensure a seamless check-in/check-out experience while upholding Forbes Five-Star standards.

You will collaborate with Reservations, Casino Services, Housekeeping, and other

Qualifications

• Hospitality or customer service experience preferred.
• Excellent communication and interpersonal skills.
• Strong organizational skills and attention to detail.
• Proficiency in hotel management systems and computer apps.
• Flexible to rotating shifts including evenings, weekends, and holidays.

Responsibilities

• Serve as primary guest relations representative in lobby for Bay and Sky Towers.
• Provide information on hotel facilities, services, and amenities.
• Coordinate VIP and group guest arrivals, room assignments, amenities, and transportation.
• Manage reservations including new bookings, modifications, and cancellations.
• Handle check-in and check-out processes accurately and efficiently.
• Maintain Forbes Five-Star service standards and ensure guest satisfaction.

Skills

Excellent communication

Interpersonal skills

Customer service

Organization

Tools

Hotel management systems

Job description

Guest Service Officer , Sky Tower FO

Company : Solaire Resort Job Type : Full Time Philippines

Job Description - Guest Service Officer , Sky Tower FO

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

• Manage reservations, including:
  • 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.