Guest Service Assistant

5 days ago

Cubao P, Philippines Wilshire Resorts, Inc. Full time

Key Responsibilities and Competencies1. Handling Incoming Calls and Documents

  • Attend to all incoming calls promptly and courteously, following established guest service standards
  • Screen and transfer calls to the appropriate person or department
  • Record and relay messages accurately when necessary
  • Sort and forward received documents to the concerned person or department

2. Attending to Visitors

  • Welcome and assist applicants, suppliers, clients, and visitors
  • Determine the purpose of the visit and immediately notify the concerned person

3. Maintaining Guest RelationsInteracting with Guests

  • Perform standard greetings, including the Japanese bow, when meeting guests
  • Respond to guest inquiries accurately or refer them to the appropriate personnel
  • Maintain proper personal grooming throughout the shift in accordance with company standards

Handling Guest Complaints

  • Address guest complaints immediately in accordance with established protocols
  • Escalate complaints to the immediate superior or concerned parties when necessary

4. Handling Guest CommunicationsResponding to Complaints

  • Screen complaints received via SMS or text messages for validity
  • Respond promptly following set procedures
  • Gather complete complaint details and forward them to the Hotel Supervisor or Manager for resolution

Granting of Rewards

  • Coordinate with the Hotel Supervisor or Manager to determine appropriate rewards
  • Inform guests of approved rewards based on the established rewards table
  • Monitor the number of SMS or text messages sent by guests for cell phone load eligibility
  • Process and document reloading in accordance with program mechanics

Relaying Pending Complaints

  • Endorse all unresolved guest complaints to the next-shift GCCC Operator

5. Preparing ReportsPreparing GCCC Reports

  • Prepare Daily GCCC Reports detailing all SMS or text conversations with guests
  • Prepare Weekly GCCC Reports summarizing conversations, complaints, rewards issued, and branch feedback
  • Submit reports for review by the Lead GCCC Operator
  • Forward reviewed Daily GCCC Reports to concerned branches the following day

Reporting Branch Sales Performance

  • Collect daily branch performance data, including sales figures and room turnover rates
  • Send daily sales updates via text message to the President, CEO, COO, and Sector Heads
  • Document and file Daily Sales Reports for future reference

6. Performing Lead Operator DutiesPreparing and Reviewing Reports and Documentation

  • Review and revise Daily and Weekly GCCC Reports submitted by GCCC Operators
  • Submit the revised Weekly GCCC Report to the Chief Operations Officer every Monday
  • Prepare and submit GCCC handouts and special reports to the Chief Operations Officer on time

Requesting Office Supplies

  • Monitor office supply usage and request replenishment from the Treasury Department

Evaluating Operators' Performance

  • Conduct monthly performance evaluations of GCCC Operators
  • Submit completed appraisal forms to the Chief Operations Officer for approval

Job Types: Full-time, Permanent, Fresh graduate

Benefits:

  • Paid training

Work Location: In person

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