Senior Casino Services & Reservations Lead

Melco Resorts & Entertainment; Manila; On-site; PHP 420,000 - 660,000; Full time

Job summary

Melco Resorts & Entertainment's City of Dreams Manila is seeking a Senior Agent for Casino Services & Reservations. You will handle multi-line calls, assist with inquiries and bookings, and coordinate with relevant departments to ensure swift guest service.

You will maintain knowledge of events and facilities, input data using Windows applications, and look for upsell opportunities to maximize revenue while upholding Forbes quality standards.

Qualifications

• Three (3) years' experience in reservations preferably in gaming or luxury Hotel.
• Proven experience in customer service, quality assurance or performance management practices would also be beneficial.
• Background in Opera Reservation System is an advantage

Responsibilities

• Handle high volume calls and emails from Casino Hosts and Members professionally.
• Maintain up-to-date knowledge of events and facilities at City of Dreams Manila.
• Input and access data using Windows applications (Word, Excel, PowerPoint).
• Upsell rooms and contribute to revenue via reservations.
• Prepare, administer and compile reports accurately and timely.
• Adhere to policies, procedures and standards of City of Dreams Manila.
• Ensure confidentiality of guest information.

Skills

Customer service

Telephone etiquette

Communication skills

Team oriented

Problem solving

Education

Degree in hospitality or related field

Tools

Opera Reservation System

Word

Excel

PowerPoint

Job description

Melco Resorts & Entertainment's City of Dreams Manila is seeking a Senior Agent for Casino Services & Reservations. You will handle multi-line calls, assist with inquiries and bookings, and coordinate with relevant departments to ensure swift guest service.

You will maintain knowledge of events and facilities, input data using Windows applications, and look for upsell opportunities to maximize revenue while upholding Forbes quality standards.