Concierge Officer

2 days ago

Manila, National Capital Region, Philippines Winford Manila Resort and Casino Full time $40,000 - $60,000 per year

The Concierge Officer plays a vital role in delivering exceptional guest service by assisting guests with personalized requests, providing information about resort facilities, entertainment, and local attractions, and ensuring a seamless guest experience. The position requires a proactive, service-oriented individual with strong communication skills and cultural sensitivity. Chinese-speaking ability is an advantage but not required.


Key Responsibilities

  • Guest Services & Assistance

  • Provide warm and professional assistance to all guests upon arrival, during their stay, and upon departure.

  • Handle requests for transportation, restaurant reservations, entertainment bookings, spa appointments, and special arrangements.
  • Offer recommendations and directions for in-house facilities, gaming areas, restaurants, shows, and nearby attractions.

  • Hospitality & VIP Relations

  • Assist high-profile and VIP guests discreetly, ensuring personalized and memorable service.

  • Coordinate with Player Development, Front Office, and Casino Operations teams to deliver seamless guest experiences.

  • Communication & Coordination

  • Serve as a central information hub for hotel, casino, and resort services.

  • Liaise with internal departments and external partners (restaurants, tour operators, transport providers) to fulfill guest requests.
  • Handle inquiries, complaints, or special needs promptly and professionally.

  • Administration & Reporting

  • Maintain records of guest requests, reservations, and service follow-ups.

  • Support daily concierge desk operations including shift reports, lost & found management, and updating service directories.
  • Ensure compliance with resort policies, service standards, and local gaming and hospitality regulations.

Qualifications
  • Bachelor's degree in Hospitality, Tourism, or related field preferred.
  • Previous experience in concierge, front office, or guest services within luxury hotels, resorts, or casinos is an advantage.
  • Strong interpersonal and problem-solving skills; ability to multitask in a high-pressure environment.
  • Excellent communication skills in English (Chinese-speaking is a strong advantage but not required).
  • Professional grooming and a guest-first attitude.
  • Familiarity with the local area, attractions, dining, and entertainment options.

Core Competencies
  • Exceptional customer service orientation.
  • Cultural awareness and sensitivity, particularly in dealing with international guests.
  • Discretion, confidentiality, and professionalism when handling VIPs and sensitive requests.
  • Team collaboration and adaptability in a fast-paced integrated resort & casino environment.

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