Guest Service Officer

JOB SUMMARY

The Guest Service Officer - Butler embodies the Resort's core values of luxury, service, and hospitality, acting as the dedicated point of contact for VIP and Casino patrons. They provide exceptional and personalized service, anticipating and fulfilling guest needs with discretion, precision, and a keen attention to detail. The role goes beyond traditional service, offering tailored experiences, managing special requests, and providing exclusive recommendations. As a key ambassador of the brand, the Butler delivers a level of service that exceeds guest expectations and elevates the overall experience with the warmth and excellence of Filipino hospitality.

RESPONSIBILITIES

Guest Service and Personalized Assistance:

• Provides exceptional personalized service as the primary point of contact for VVIP guests and patrons, ensuring their needs are anticipated and preferences are met.
• Assists with itinerary arrangements, offer tailored recommendations, and ensure all guest requests are addressed promptly, professionally, and with warmth.
• Offers personalized support to casino guests, ensuring a seamless gaming experience and familiarity with games and casino privileges.
• Maintains detailed guest profiles, making them feel valued and ensuring preferences are fulfilled.
• Assists with guest departures, ensuring all belongings are accounted for.

Coordination and Collaboration:

• Works closely with departments such as VIP, BD, F&B, Housekeeping, Security, and Casino to ensure a seamless experience for guests.
• Collaborates with concierge to coordinate transportation and other logistical needs.
• Communicates guest preferences, activities, and incidents to management, ensuring effective coordination.
• Relays guest complaints and compliments to relevant department heads, ensuring appropriate follow-up.

Preparation and Logistics:

• Prepares check-in materials and ensure rooms are set up according to guest specifications before arrival.
• Manages and monitors guest activities during their stay, providing assistance when needed.
• Secures access and passes for resort facilities and services as required.

Operational Excellence:

• Provides accurate and reliable information to guests regarding resort facilities, services, and local attractions.
• Reports guest preferences, incidents, and relevant updates to superiors in a timely manner.
• Adheres to house rules, hotel policies, and emergency procedures, ensuring operational excellence.
• Assists guests beyond the premises when necessary, such as accompanying them to shopping malls or other locations.

Other Tasks and Adherence to Policies:

• Maintains a high standard of appearance and hygiene, following company policies and procedures.
• Adheres to the company's code of conduct, demonstrating integrity while performing all tasks.
• Performs additional related tasks as assigned, including assisting VIP guests in the casino or at private events, and handling guest requests outside the resort's premises.
• Coordinates with partner hotels for extended services, and greet and guide guests from the airport or hangar.

QUALIFICATIONS

• College graduate of any four (4) year degree preferably in Hotel Management
• Preferably has two (2) to three (3) years of experience in a hotel, as a Butler, or in a similar guest-focused, service-oriented role.
• Background in assisting VIP or high-roller guests in a casino environment is an advantage
• Completion of formal Butler Training or certification is an advantage
• Fine dining  and beverage service experience is an advantage
• Fresh graduates are welcome to apply
• Customer Service & Communication:Exceptional customer service skills with strong verbal and written communication abilities. Proficiency in Chinese or Korean is a plus.
• PMS-Opera System: Proficient in navigating the PMS-Opera system to manage guest services and operations efficiently.
• Professionalism & Organization: Maintains a professional demeanor with excellent organizational skills and attention to detail, ensuring smooth operations.
• Public Relations & Local Knowledge: Strong public relations skills with in-depth knowledge of the property and Metro Manila's attractions, dining, shopping, entertainment, medical services, transportation, and foreign currency exchange rates.
• Food & Beverage Expertise: Knowledgeable in food & beverage etiquette and protocols, with Butler training being an advantage.
• Multitasking & Problem Solving: Ability to multitask and solve problems effectively, with cultural awareness and sensitivity.
• Resort & Facility Knowledge: Well-versed in the resort's facilities, promotions, F&B outlets, events, and special attractions, ensuring guests are informed and well-served.
• Emergency Procedures & Guest Care:Familiar with emergency procedures and capable of addressing urgent guest needs in a calm and efficient manner.