VIP Guest Experience Specialist

Solaire Resort; Parañaque; On-site; PHP 469,000 - 725,000; Full time

Job summary

Solaire Resort in Parañaque is seeking an experienced Guest Relations professional to be the primary lobby ambassador for Bay and Sky Towers. You will manage VIP and group arrangements, assist with check-in/check-out, and deliver personalized service across all guest touchpoints.

Responsibilities include coordinating with various departments, maintaining guest records, and ensuring Forbes Five-Star service standards are met.

Qualifications

• Previous experience in the hospitality or customer service industry is preferred.
• Excellent communication and interpersonal skills.
• Strong organizational skills and attention to detail.
• Proficiency in hotel management systems and computer applications.
• Ability to work effectively in a fast-paced environment while managing multiple priorities.
• Positive attitude with a strong commitment to delivering exceptional guest experiences.
• Flexible to work rotating shifts, including evenings, weekends, and holidays.

Responsibilities

• Reports directly to the Guest Service Supervisor on matters related to guest relations and guest services.
• Serves as the Hotel’s primary guest relations representative in the lobby for both Bay and Sky Towers.
• Assists guests by providing information on hotel facilities, services, and amenities.
• Coordinates and ensures all VIP and group guest arrangements are prepared before arrival, including room assignments, amenities, transportation, luggage handling, and special requests.
• Welcome guests upon arrival and ensure a smooth and efficient check-in process.
• Provide guests with information on hotel facilities, services, and amenities.
• Assist guests during check-out by verifying charges, settling bills, and processing payments accurately.
• Deliver personalized check-in and check-out experiences for VIP guests in both Bay and Sky Towers by coordinating with relevant departments to ensure seamless service.
• Ensure VIP guests receive personalized amenities and exceptional service throughout their stay.
• Monitor the preparation and timely delivery of customized welcome amenities.
• Personally, welcome arriving VIP guests and bid them farewell upon departure.
• Maintain accurate records of VIP guest preferences and ensure these are accommodated whenever possible.
• Conduct regular follow-ups with VIP guests during their stay to assess satisfaction and promptly address any concerns or special requests.
• Manage reservations, including new bookings for walk-in guests and modifications to existing reservations.
• Coordinate with the Reservations Team and Casino Services to ensure reservation accuracy.
• Update guest information and reservation details as necessary.
• Respond promptly and professionally to guest inquiries.
• Provide information about hotel facilities, dining options, local attractions, and available services.
• Resolve guest concerns and complaints efficiently while maintaining a high level of customer service.
• Conduct regular property tours and inspections to ensure hotel standards are maintained.
• Maintain a clean, organized, and professional Front Office workspace.
• Process cash, credit card, and other payment transactions accurately and securely.
• Balance and reconcile the cash float at the end of each shift.
• Investigate and report any discrepancies in accordance with company procedures.
• Adhere to hotel safety, security, and emergency procedures.
• Remain vigilant and report any suspicious activities, incidents, or security concerns to management immediately.
• Work closely with Housekeeping, Maintenance, Reservations, Casino Services, and other departments to ensure guest needs are met promptly.
• Communicate effectively with team members to support smooth daily operations and enhance guest satisfaction.
• Consistently execute service standards in line with Forbes Five-Star requirements.
• Maintain the highest levels of professionalism, service quality, and operational excellence in accordance with Forbes guidelines.
• Complete required administrative tasks, including preparing reports.

Job description

Solaire Resort in Parañaque is seeking an experienced Guest Relations professional to be the primary lobby ambassador for Bay and Sky Towers. You will manage VIP and group arrangements, assist with check-in/check-out, and deliver personalized service across all guest touchpoints.

Responsibilities include coordinating with various departments, maintaining guest records, and ensuring Forbes Five-Star service standards are met.