Concierge Officer

7 days ago

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

The Concierge Officer (Mandarin-speaking) plays a vital role in delivering exceptional guest service within the hotel and casino. This position ensures that all guests—especially Mandarin-speaking clientele—receive professional, personalized, and seamless assistance during their stay. The Concierge Officer serves as the primary resource for information, directions, reservations, and special requests, creating memorable experiences that reflect the property's high standards of hospitality.


Key Responsibilities
  • Provide warm, courteous, and professional assistance to guests, ensuring their needs are met promptly and efficiently.
  • Communicate effectively with Mandarin-speaking guests to address inquiries, provide information, and assist with requests.
  • Coordinate reservations and arrangements for dining, entertainment, tours, transportation, and other guest activities.
  • Offer personalized recommendations on hotel, casino, and local attractions to enhance the guest experience.
  • Maintain strong knowledge of property facilities, services, and promotions, as well as nearby attractions, dining, and cultural activities.
  • Assist with VIP and premium guests, ensuring discretion and confidentiality at all times.
  • Handle guest complaints or concerns tactfully and escalate to management when necessary.
  • Collaborate with Front Office, Guest Relations, Casino Operations, and other departments to deliver smooth and efficient guest service.
  • Ensure compliance with hotel and casino policies, AMLAC/KYC regulations, and internal guest service standards.
  • Perform other duties as may be assigned by the Concierge Supervisor or Guest Services Manager.

Qualifications
  • Bachelor's Degree in Hospitality, Tourism, Business, or related field (preferred).
  • Proven experience in a hotel, resort, casino, or customer service environment.
  • Excellent communication and interpersonal skills, with strong proficiency in Mandarin (both spoken and written) and English; additional languages an advantage.
  • High level of professionalism, discretion, and cultural sensitivity when dealing with diverse guests.
  • Strong knowledge of local attractions, dining, entertainment, and travel arrangements.
  • Ability to multitask, prioritize, and work in a fast-paced environment.
  • Willing to work flexible shifts, including evenings, weekends, and holidays.

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