Guest Services Agent (Req. ID No. 1731)

Okada Manila; Manila; On-site; PHP 223,000 - 357,000; Full time

Job summary

Okada Manila in Manila invites applications for a Guest Services Agent to deliver a seamless guest journey from arrival to departure, with a focus on VIP guests and frontline front desk support.

The role requires college-level education, at least 1 year of frontline hotel experience in a 5-star setting, and proficiency with hotel PMS (Opera) and Microsoft Office. Ability to stand for long periods and physical fitness are essential.

Qualifications

• College level of any course or equivalent professional training.
• At least 1 year working experience as a hotel Operations front-liner at a 5-star hotel.
• Knowledgeable in Hotel Property Management Systems, preferably Opera.
• Proficient in Microsoft Office Applications.
• Can stand on their feet for a long period and capable of working outdoors.

Responsibilities

• Facilitates the check-in and check-out of hotel guests at the front desk, performs in-room check-in for VIP guests by using Opera and other systems.
• Maintains accurate and current information on property knowledge, promotions, events, and programs by attending daily briefings and reading materials.
• Inspects hotel rooms for VIP guests ensuring key cards work, cleanliness, and function of room features.
• Escorts guests to rooms and provides room orientation highlighting relevant features.
• Engages guests to extract preferences to create a memorable guest experience.
• Sets up rooms per supervisor instructions, especially for celebrations.
• Resolves guest issues or escalates to a senior manager to preserve relations.
• Communicates irregular practices to concerned Department Heads.
• Performs other duties as assigned by supervisors.

Skills

Hotel PMS Opera

Microsoft Office

Education

College level of any course or equivalent professional training

Job description

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Guest Services Agent (Req. ID No. 1731)

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.