Guest Services Agent – Luxury Hotel & Resort

Melco Resorts & Entertainment Limited; Manila; On-site; PHP 201,000 - 335,000; Full time

Job summary

Melco Resorts & Entertainment Limited in Manila is seeking an Agent, Guest Services to handle multi-line calls, assist guests, and direct inquiries to the right destination with Forbes-level service. You will maintain knowledge of hotel services, answer inquiries, input data, and work with the team to meet KPIs.

The role requires one year in BPO or luxury hotel, hospitality degree, and excellent English. This on-site position offers opportunities to engage guests from diverse backgrounds and

Qualifications

• At least 1 year of experience in BPO call center or luxury hotel.
• Degree holder in hospitality or equivalent professional training.
• Excellent English communication; able to work in a fast-paced environment.
• Proficient with hotel systems and Microsoft Office.

Responsibilities

• Answers high volume calls and emails with professional, timely information.
• Maintains up-to-date knowledge of hotel services, events, and facilities.
• Records guest requests accurately and routes to the appropriate department.
• Handles guest inquiries and supports complaints to reach satisfaction.
• Adheres to Forbes standards and internal policies.
• Participates in briefings and training; supports cross-functional teams.

Skills

English proficiency

Customer service

Teamwork

Communication skills

Education

Hospitality degree

Tools

Opera

Excel

PowerPoint

Word

Job description

Melco Resorts & Entertainment Limited in Manila is seeking an Agent, Guest Services to handle multi-line calls, assist guests, and direct inquiries to the right destination with Forbes-level service. You will maintain knowledge of hotel services, answer inquiries, input data, and work with the team to meet KPIs.

The role requires one year in BPO or luxury hotel, hospitality degree, and excellent English. This on-site position offers opportunities to engage guests from diverse backgrounds and