Luxury Guest Services Specialist

Melco Resorts & Entertainment; Manila; On-site; PHP 335,000 - 580,000; Full time

Job summary

Melco Resorts & Entertainment operates the City of Dreams Manila and is seeking an Agent, Guest Services to handle multi-line calls, inquiries, and bookings. The role emphasizes professional, timely guest interactions and knowledge of hotel services to meet guest expectations.

The position requires familiarity with hotel operations, strong communication skills in English, and the ability to work in a fast-paced, team-driven environment to maintain exceptional guest experiences.

Qualifications

• 1 year experience in BPO Call Center or luxury Hotel.
• Proven experience in customer service, quality assurance or performance management practices would be beneficial.

Responsibilities

• Answers high volume of calls/emails and responds professionally to inquiries or bookings.
• Provides professional and timely guest service aligned with Forbes standards.
• Maintains knowledge of City of Dreams Manila facilities, events, gaming, and food & beverage offerings.

Skills

Customer service

Teamwork

Adaptability

Communication

Problem solving

Phone etiquette

Accountability

Multilingual

Product knowledge

Team leadership

Education

Hospitality degree

Tools

Opera

Excel

PowerPoint

Word

Job description

Melco Resorts & Entertainment operates the City of Dreams Manila and is seeking an Agent, Guest Services to handle multi-line calls, inquiries, and bookings. The role emphasizes professional, timely guest interactions and knowledge of hotel services to meet guest expectations.

The position requires familiarity with hotel operations, strong communication skills in English, and the ability to work in a fast-paced, team-driven environment to maintain exceptional guest experiences.