Senior Casino Services & Reservations Lead

Melco Resorts & Entertainment Limited; Manila, Hinoba-an; On-site; PHP 600,000 - 900,000; Full time

Job summary

Melco Resorts & Entertainment Limited is seeking a Senior Agent, Casino Services & Reservations to handle high-volume inquiries and bookings with professionalism at City of Dreams Manila. You will use Opera and GEM2 and other Windows apps to input data, provide timely information, upsell rooms when appropriate, and ensure guest satisfaction according to policies and service standards.

This role requires hospitality industry experience, strong communication skills, and the ability to work in a

Qualifications

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

Responsibilities

• Handle high volume calls and emails from Casino Hosts and Casino Members with professionalism.
• Maintain up-to-date product knowledge of City of Dreams Manila facilities to provide accurate information.
• Accurately records and processes requests, inputting data into Opera and GEM2, and forwarding messages as needed.
• Upsell rooms and related services to maximize revenue while maintaining guest satisfaction.
• Adhere to company policies and call center standards, including service levels and KPI targets.

Skills

Opera Reservation System

Customer Service

Telephone Etiquette

Hospitality Software

Education

Hospitality degree

Job description

Melco Resorts & Entertainment Limited is seeking a Senior Agent, Casino Services & Reservations to handle high-volume inquiries and bookings with professionalism at City of Dreams Manila. You will use Opera and GEM2 and other Windows apps to input data, provide timely information, upsell rooms when appropriate, and ensure guest satisfaction according to policies and service standards.

This role requires hospitality industry experience, strong communication skills, and the ability to work in a