Guest Services Agent

About the role

The Guest Services Agent answers multi‑line calls, assists guests with inquiries and directs calls to the appropriate destinations, ensuring professional and swift service in line with Forbes standards.

Key responsibilities

• Answer high volume of calls and emails, providing accurate information about the City of Dreams Manila facilities, gaming, food & beverage and entertainment.
• Capture detailed call information, process requests, forward messages to the appropriate department and resolve guest complaints, escalating when necessary.
• Maintain up‑to‑date knowledge of hotel services, events and the Opera reservation system, ensuring compliance with Forbes standards throughout the guest journey.
• Support internal help‑desk functions, follow call‑management procedures to minimise lost calls and contribute to daily/weekly reporting.

Required profile

• Minimum 1 year experience in a BPO call centre or luxury hotel environment.
• Degree holder in hospitality or equivalent professional training.
• Ability to work in a fast‑paced, 24/7 rotating roster.

Required skills

• Proficiency with Opera hotel management system.
• Advanced knowledge of Microsoft Excel, PowerPoint and Word.
• Familiarity with other computer‑based hospitality applications.