Guest Services Agent (Req. ID No. 1686)

Okada Manila; Manila; On-site; PHP 167,000 - 279,000; Full time

Job summary

Okada Manila is seeking a Guest Services Agent to ensure a seamless guest journey from arrival to departure. The role focuses on VIP guest needs, front desk support, and coordinating with the Front Office to deliver exceptional service.

The ideal candidate has at least 1 year of hotel front-line experience in a 5-star property, knowledge of Opera PMS or similar systems, and proficiency with Microsoft Office applications. Strong guest relations are essential for success.

Qualifications

• College level of any course or equivalent professional training.
• At least 1 year working experience as a hotel front-liner at a 5-star hotel.
• Knowledgeable in Hotel Property Management Systems (Opera) and Microsoft Office.

Responsibilities

• Facilitates check-in/check-out at the front desk and handles VIP arrivals.
• Maintains current information on promotions, events, and programs.
• Inspects rooms for VIP guests, ensures key cards work and room cleanliness.
• Escorts guests to rooms and provides orientation on room features.
• Engages guests to understand preferences and create memorable experiences.
• Sets up rooms for special occasions as directed by supervisors.
• Resolves guest issues or escalates to senior management as needed.
• Communicates irregular practices to department heads and performs related duties.

Skills

Hotel Front Desk

Opera PMS

Microsoft Office

Education

College level or equivalent training

Tools

Opera PMS

Microsoft Office

Job description

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Guest Services Agent (Req. ID No. 1686)

Business Unit: Hospitality & Entertainment

Division: Hotel

I. BASIC PURPOSE / JOB BRIEF:

The Guest Services Officer is responsible for delivering a seamless hotel guest journey during the arrival, in-house, and departure experience. The Guest Services Officer’s primary function is to serve all of the needs of the hotels VIP guests. He/She also supports Front Office operations by manning the front desk/reception area.

II. MAJOR RESPONSIBILITIES AND DUTIES:

• Facilitates the check-in and check-out of hotel guests at the front desk, performs in- room check-in for hotel VIP guests and guests with transportation reservations by having complete knowledge of the operational systems such as, Opera Property Management System, Vision, EDC Machines, and other equipment
• Maintains accurate and current information on property knowledge, promotions, events, and programs by attending daily briefings and reading the provided material
• Inspects the hotel rooms for VIP guests by checking if the key cards are working, the cleanliness of the room and functionality of room features.
• Escorts the hotel guests to the guest rooms and provides a room orientation by only highlighting the relevant features of the room.
• Exerts effort to create a memorable guest experience for the guest by engaging in a meaningful conversation with the purpose to extract the guests’ preference.
• Sets up the hotel room in accordance to the instructions given by the supervisor or manager – especially for hotel guests celebrating special occasions.
• Ensures the effective resolution of any issues raised by the guest either in person or by referring the issue to a more senior manager to ensure ongoing relations and rapport is not compromised with the guest.
• Communicates irregular practices to concerned Department Heads
• Performs other job related duties assigned by superiors

III. JOB SPECIFICATIONS:

Educational Requirement:

• College level of any course or equivalent professional training

Experience Requirements:

• At least 1 year working experience as a hotel Operation’s front-liner at a 5-star hotel.

Skills and Attributes:

• Knowledgeable in Hotel Property Management Systems, preferably Opera
• Proficient in Microsoft Office Applications

Other Qualifications:

• Can stand on their feet for a long period and capable of working outdoors.
• Physically fit and no visible tattoos.
• Displays exceptional commitment to improving customer service.