Guest Services Officer

Filinvest Development Corporation; Cebu City; On-site; PHP 223,200 - 334,800; Full time

Job summary

A leading hospitality company in Cebu City is seeking a Guest Services Officer to manage operations and enhance guest experiences. This role includes establishing customer service objectives, providing staff training, and ensuring customer satisfaction. Ideal candidates have a Bachelor's degree in Hospitality Management, with 1-2 years of relevant experience and excellent communication skills. Flexibility in working hours is required.

Qualifications

• 1-2 years of experience in front office or guest services in hospitality.
• Warm and service-oriented personality.
• Flexibility to work shifts, weekends, and holidays.

Responsibilities

• Responsible for guest services and operations in the villa.
• Communicates customer service objectives to staff.
• Monitors service levels and counsels employees effectively.

Skills

Excellent communication

Interpersonal skills

Problem-solving

Proficiency in hotel systems

Education

Bachelor's degree in Hospitality Management or related field

Tools

MS Office applications

Reservations software

Job description

Filinvest Hotel: CRIMSON RESORT & SPA MACTAN

In accordance with the policies, procedure and standards of Chroma Hospitality, Inc. and Crimson Resort & Spa, Mactan,and under the direct supervision of the Guest Services Manager, the Guest Services Officer is responsible for the generaladministration and profitability of the operation of the villa and guest services section.

Meets and ExceedsCustomers and TeamMembers Expectations

• Establishes and communicates customer service objectives which support
  achievements of Crimson's Mission and Vision.


• Monitors customer service levels and counsels employees with alternative methods
  ofResponding to customer requests.


• Ensures that employees receive the training necessary to provide "Unique Guest
  Experience" service.


• Determines customer delight level and needs by reviewing comment cards and
  talking to customers regularly.


• Provides staff with the skills training to be able to provide value added service
  customers.


• Performs other duties as required to provide "Unique Guest Experience"

Leadership

• Develops and implements strategies to achieve Employee Satisfaction Index
  goals.


• Creates a positive work environment for all employees.


• Develops employees to maximize potential and prepare for future promotional
  opportunities by conducting counseling sessions, determining developmental
  needs and allowing these needs to be met.

QUALIFICATIONS

• Bachelors degree in Hospitality Management, Tourism, or related field is an advantage.


• With at least 1-2 years of experience in front office, guest services, or a similar role in the hospitality industry.


• Excellent communication and interpersonal skills with a warm, service-oriented personality.


• Proficient in hotel systems, reservations software, and MS Office applications.


• Strong ability to handle guest concerns and complaints professionally and provide effective solutions.


• Well-groomed, professional appearance, and the ability to maintain composure under pressure.


• Flexible to work in shifts, weekends, and holidays as required by hotel operations.