Guest relations officer
Pasay
Job Description
Posted on 7 May 2026
JOB SUMMARY
The Guest Services Associate delivers an exceptional service as the first point of contact for our guests. This position is responsible for managing guest’s check-in and check-out process with efficiency, accuracy and welcoming demeanor. The Guest Services Associate is responsible for welcoming guests, administering, managing or arranging guest requests like HK, business services, tour itinerary, restaurant reservation etc.This position understands guest needs and provides them with personalized solutions by suggesting activities and facilities provided by the hotel. They must be aware of the events and what’s happening around the resort and the metro. The position handles guest inquiries with professionalism while coordinating with different departments.
The Guest Services Associate handles and processes policies and procedures for FIT reservation and casino bookings and allocations and room management. The position acts as ambassadors to NWR patrons/guests/members, and involves delivering exceptional customer service through phone, email, or other communication.
RESPONSIBILITIESGuest Reception and Service
- Greets guests and VIP players warmly and professionally upon arrival to project good first impression
- Verifies reservation and confirm guest details for security and to avoid double booking
- Assigns room based on guest’s preferences availability or special requests to create positive experience to the guest
- Processes payments and issues receipts for compliance
- Handles walk-in bookings, cancellations or reservation changes
- Ensures room keys are issued correctly to the guest to avoid complaint
- Addresses guest inquiries and requests in a prompt, professional and friendly manner to maintain good customer service
- Ensures that the cash float in the assigned drawer is always balanced from the start and end of the shift
- Monitors daily arrivals, departures and occupancy to ensure smooth operation
- Manages the reception area to keep it clean, organized and welcoming
- Luggage in and luggage out service so Guest can check-in and check-out with less hassle
- Handles guest requests and inquiries promptly and accurately, both in-person and over the phone to provide fast, accurate and reliable service
- Provides detailed and correct information regarding hotel services, facilities, and local attractions.
- Promotes the NWR restaurant outlets and assists guests with making reservations.
- Coordinates transportation arrangements for guests as required.
- Ensures guests’ requests, special deliveries, and messages are handled in a timely manner.
- Luggage Room Monitoring and Audit
- Oversees FIT (Foreign Individual Travelers) bookings from multiple channels (customer care centers, OTAs, hotel sales, casino, etc.).
- Manages room bookings efficiently to maximize occupancy and yield.
- Coordinates with the Customer Care Center/Reservation Team for VIP arrivals and room allocation.
- Ensures accurate reservation management using iPMS and Opera systems.
- Maintains accurate records of paper transactions (booking confirmation, deposit LOAs, booking orders, etc.).
- Handles guest requests and inquiries regarding reservations, amenities, food order or general hotel information.
- Maintains good rapport with guests via phone, email, or in-person interactions.
- Responds to and resolves complaints or service issues in a timely and professional manner.
- Ensures the highest level of guest recognition is maintained at all times.
- Monitors guest whereabouts discreetly to offer assistance when needed.
- Keeps up to date with the latest city events and happenings in Metro Manila.
- Demonstrates knowledge of Metro Manila, local attractions and current events to assist guests
- Maintains awareness of room features and services to provide guests with necessary and accurate information
- Ensures the importance of guest recognition is upheld at all times to build relationship
- Communicates with security regarding unusual activities or guest-related concerns
- Works well with related departments such as Casino, Membership, F&B, Housekeeping, Security and Transportation to ensure smooth operations
- Stays knowledgeable about directions, shops, outlets and partner hotels in the area including the facilities and services to provide accurate information to the guest
- Cross Training as part of the Training Program
- College Graduate
- At least one (1) year experience as a front desk or receptionist in a Hotel
Qualifications/Requirements
Qualifications/requirements not specified
Work location
PASAY CITY, NCR, FOURTH DISTRICT
Remarks
No additional remarks
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