Senior Reservations Specialist – Non-Gaming

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

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