Senior Agent, Non-Gaming Reservations

melcoresorts; Manila; On-site; PHP 279,000 - 391,000; Full time

Job summary

Melco Resorts Philippines Corporation in Manila is seeking a Senior Agent for Non-Gaming Reservations to handle high-volume calls and emails, provide accurate information on hotel services, and process guest requests efficiently. You will use the Property Management System and Melco/Hyatt proprietary tools to manage bookings and ensure guest satisfaction.

The role requires extensive knowledge of City of Dreams Manila offerings, excellent communication, and a commitment to upselling rooms and

Responsibilities

• Understand Property Management System and Melco/Hyatt systems (Reserve System, Rooming List App, Serenata, Siteminder) and related tools.
• Handle channel distribution across all properties.
• Be fully conversant with hotel services, facilities, and offerings.
• Maintain current knowledge of City of Dreams Manila events, F&B, and entertainment to provide accurate information.
• Respond to high volume calls and emails professionally for reservations related to Melco Resorts Philippines Corporation.
• Capture and forward detailed information to relevant departments with accuracy.
• Promote and upsell room options and related services to guests.
• Prepare, administer and compile reports as required accurately and timely.
• Promote safety and adherence to policies and procedures.
• Identify training needs and communicate to managers for performance improvement.
• Resolve guest complaints promptly and escalate when necessary to minimize dissatisfaction.
• Adhere to service quality KPIs and guidelines, and research information to assist guests.
• Ensure professional and timely customer service across all contacts for room reservations.
• Maintain Forbes quality standards from pre-arrival to post-departure and commit to continuous improvement.
• Record and process guest requests using the hotel systems and maintain status updates.
• Monitor daily arrivals and inform concerned teams of missing information.
• Update management on inventory status and rate availability.
• Contribute to revenue maximization by upselling rooms and services where appropriate.

Job description

REQ15097 Senior Agent, Non‑Gaming Reservations (Open)

POSITION SUMMARY

In accordance with the policies, procedures and standards of the Company, the Senior Agent, Non‑Gaming Reservations is an individual who answers multi-line calls, assists with the enquiries and/or directs the calls to the appropriate destinations promptly. The agent is tasked with providing professional and swift service to guests and facilities at the property in an informed and timely manner. The individual is tasked with ensuring guest expectations are met, adhering to established Forbes standards, policies and procedures. He/she will be required to achieve set objectives by management and work in close coordination with the team.

PRIMARY RESPONSIBILITIES

1. To have a thorough understanding and working knowledge of Property Management System, Melco Resorts and Hyatt proprietary systems such as Reserve System, Rooming List App, Serenata and Room Availability Management- Siteminder, Microsoft Office applications, Payment Gateway and other relevant applications.
2. Handles channel distribution across all properties.
3. To be fully conversant with all services and facilities offered at the Hotel.
4. Maintain current product knowledge of events and facilities of City of Dreams Manila including gaming, food & beverage and entertainment to ensure guests receive accurate, timely information and advice.
5. Answers high volume of calls/emails and responding professionally in terms of all general enquiries or booking activities related to Melco Resort Leisure Philippines Corporation and maintaining a response rate and service levels in accordance with established standards.
6. Accurately captures detailed information on received calls and process such requests or forwards the messages to the relevant department.
7. Understands and responds effectively and clearly to address requests over the phone or written correspondences.
8. To have a thorough understanding of all Contact Center Services related services and products and the ability to recommend and upsell alternatives.
9. Prepare, administer and compile reports as required in an accurate and timely manner.
10. Through consultation and involvement of employees, promote an environment where workplace hazards are minimized, and the health and safety of employees is valued.
11. Adhere to and exhibit pro‑active leadership in accordance with all established policies and procedures within City of Dreams Manila.
12. Identifies training needs and brings them to the attention of the Assistant Managers or Manager.
13. Resolves internal and external guest complaints to guest satisfaction and escalates all challenges to department supervisors and managers in a timely and efficient manner to minimize further customer dissatisfaction and for tracking purposes.
14. Adheres to all company policies and procedures and strive to achieve the service quality overall KPI's, targets and goals.
15. Researches required information using accessible resources.
16. Ensures the provision of professional and timely customer service to our guests and customers, ensuring familiarity within all areas of the Contact Center Services - hotel room reservations.
17. Maintains all Forbes quality standards and procedures from guest's pre‑arrival, to guest's arrival, to guest's in‑house stay to the guest's departure.
18. Follows up complicated calls where required. Directing unresolved issues and requests to the appropriate designated resource.
19. Accurately records and processes requests and messages for our guests and customers and associated departments, utilizing the systems and technology.
20. Checks daily arrivals and informs concerned personnel of any missing information
21. Interprets correctly the inventory or rate availability and keeping Management updated on the latest status.
22. Contributes to the maximization of revenue within City of Dreams Manila by upselling Rooms where appropriate.
23. Provides feedback to Assistant Managers or Manager of any specific demand period for reservations to maximize revenue.
24. Recommends appropriate action plan which will increase reservations sales and/or improve guest satisfaction.
25. Adheres to set schedule, established policies and procedures and reporting requirements.
26. Consistently seeks to develop a trusting relationship and working rapport with team members and ensure a positive approach to work.
27. Attends and conducts daily briefing, monthly departmental meetings and training sessions as scheduled.
28. Maintains strong, professional relationships with relevant representatives from competitor hotels, business partners and other organizations.
29. Provides excellent service to internal customers in other departments as appropriate and in accordance to set standards.
30. Assists in establishing and maintaining a good call management system and operation that minimizes lost calls and has a high rate of enquiries being converted to sales.
31. Compiles and maintains de