Luxury Casino Reservations & Guest Services Agent

Melco Resorts & Entertainment; Manila; On-site; PHP 300,000 - 420,000; Full time

Job summary

Melco Resorts & Entertainment in Manila is seeking a Gateway Agent to handle multi-line calls, guide enquiries, and route bookings promptly. You will maintain product knowledge of City of Dreams Manila facilities, upsell when appropriate, and ensure guest satisfaction across the pre-arrival, stay, and departure phases.

The role requires strong English communication, ability to work in a fast-paced, high-demand environment, and collaboration with hotel teams to deliver exceptional service.

Qualifications

• 1 year experience in hotel reservations, preferably in gaming or luxury Hotel is advantageous.
• Proven experience in customer service, quality assurance or performance management practices would also be beneficial.
• Degree holder in hospitality field or equivalent professional training.

Responsibilities

• Answer high volume calls and emails and respond professionally to general enquiries or booking activities.
• Maintain knowledge of all services and facilities offered at the hotel.
• Ensure accurate data input and access using Opera, Serenata, Flytech, and vouchers; manage room availability.

Skills

Customer service

English communication

Team work

Adaptability

Multilingual

Education

Hospitality degree

Job description

Melco Resorts & Entertainment in Manila is seeking a Gateway Agent to handle multi-line calls, guide enquiries, and route bookings promptly. You will maintain product knowledge of City of Dreams Manila facilities, upsell when appropriate, and ensure guest satisfaction across the pre-arrival, stay, and departure phases.

The role requires strong English communication, ability to work in a fast-paced, high-demand environment, and collaboration with hotel teams to deliver exceptional service.