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Guest Service Officer , Sky Tower FO

Location
Parañaque City
Workplace
On-site
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About this role


Overall Job 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.

Guest Check-in and Check-out

  • 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.

VIP Guest Arrivals and Welcome Amenities

  • 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.

Reservation Management

  • Manage reservations, including:
    • New bookings for walk-in guests
    • Modifications to existing reservations
    • Reservation cancellations
  • Coordinate with the Reservations Team and Casino Services to ensure reservation accuracy.
  • Update guest information and reservation details as necessary.

Guest Assistance

  • 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.

Sky Tower Front Office Operations

  • Maintain a clean, organized, and professional Front Office workspace.
  • Ensure office supplies are adequately stocked and equipment is functioning properly.
  • Manage incoming phone calls by providing assistance, directing calls, or taking detailed messages when necessary.

Cash Handling

  • 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.

Safety and Security

  • Adhere to hotel safety, security, and emergency procedures.
  • Remain vigilant and report any suspicious activities, incidents, or security concerns to management immediately.

Team Collaboration

  • 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.

Compliance with Forbes Standards

  • 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.

Administrative Responsibilities

  • Complete required administrative tasks, including:
    • Updating guest records
    • Filing documents
    • Preparing reports
    • Maintaining accurate departmental records




Requirements

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.





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