Agent, Guest Services

REQ14871 Agent, Guest Services (Open Date: 10/07/2026)

POSITION SUMMARY

• The Agent, Guest Services is an individual who answers multi-line calls, assists with the inquiries 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

• Exhibits a thorough understanding and working knowledge of Opera, Excel, Power Point and Word and ability to input and access data in the computer.
• Remains fully conversant with all services and facilities offered at the Hotel.
• Maintains 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.
• Answers high volume of calls/emails and responding professionally in terms of all general inquiries or booking activities related to Melco Resort Leisure Philippines group and maintaining a response rate and service levels in accordance with established standards.
• Captures detailed information on received calls and processes such requests or forwards the messages to the relevant department accurately.
• Understands and responds effectively and clearly to address requests over the phone or written correspondences.
• 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.
• Adheres to all company policies and procedures and strive to achieve the service quality overall KPI’s, targets and goals.
• Researches required information using accessible resources.
• Ensures the provision of professional and timely customer service to our guests and customers, ensuring familiarity within all areas of the Contact Centre - hotel room reservations and internal helpdesk.
• 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 including non-in-house guests.
• Follows up complicated calls where required.
• Directs unresolved issues and requests to the appropriate designated resource.
• Records and processes requests accurately and messages for our guests and customers and associated departments, utilizing the systems and technology.
• Adheres to set schedule, established policies and procedures and reporting requirements.
• Seeks to develop a trusting relationship and working rapport with team members and ensure a positive approach to work.
• Attends daily briefing, monthly departmental meetings and training sessions as scheduled.
• Maintains strong, professional relationships with relevant representatives from competitor hotels, business partners and other organizations.
• Provides excellent service to internal customers in other departments as appropriate and in accordance to set standards.
• Assists in establishing and maintaining a good call management system and operation that minimizes lost calls and has a high rate of inquiries being converted to sales.
• Compiles and maintains departmental information on daily/ weekly / monthly basis.
• Facilitates the ad-hoc promotion launched by other departments or as advised by Management. Delivers the brand promise and provides exceptional guest service at all times.
• Understands and strictly adheres to rules and regulations established in the Employee Handbook and the hotel's policies concerning fire, hygiene, health and safety.
• Reports accidents, injuries and unsafe work conditions to supervisor.
• Complies with Hotel’s uniform, grooming, and hygiene standards at all times.
• Ensures and maintains confidentiality of all guest’s information and pertinent Hotel data.
• Assists the Hotel Response Team in responding to emergencies; involvement is guided and/or limited per Hotel’s emergency procedures.
• Participates in the company’s Corporate Social Responsibility Program.
• Reduces waste materials and supplies by adhering to the Company’s guideline on re-using and recycling.
• Ensures work area is clean and neat at all times including the proper maintenance of all equipment needed to perform the daily task.
• Identifies best practices to be implanted in your own work area as well as throughout the Contact Services department.
• Performs other reasonable job duties and responsibilities as assigned by supervisors and managers from time to time.

QUALIFICATIONS

Experience

• 1 year experience in BPO Call Center or luxury Hotel.
• Proven experience in customer service, quality assurance or performance management practices would also be beneficial.

Education

• Degree Holder in hospitality field or equivalent professional training.

Skills / Competencies

• Ability to work efficiently in high demand, team oriented and fast paced environment.
• Possess an advanced knowledge of related computer based hospitality applications.
• Motivates and encourages others to work as a team, achieve business objectives and common goals.
• Adopts and implements new approaches and practices to meet changing circumstances;
• Excellent interpersonal and communication skills in English essential.
• Ability to converse in other key foreign languages will be an added advantage.
• Achieves agreed objectives and accepts accountability for results.
• Customer focused with excellent telephone manners.
• Ability to define problems, establish facts and respond calmly with rational decisions when handling requests.
• Ability to disseminate product knowledge accurately and in a timely manner.
• Ability to be flexible with skills in a 24 hour, 7 day a week rotating roster.