Front Office Associate

4 days ago

Manila, National Capital Region, Philippines Winford Manila Resort and Casino Full time ₱80,000 - ₱120,000 per year

The Front Office Associate (Mandarin-speaking) is responsible for delivering exceptional guest service by providing efficient, courteous, and professional assistance at the Front Desk. The role requires strong communication skills, particularly in Mandarin, to assist international guests, especially those from Chinese-speaking markets. The position supports front office operations including check-in/check-out, guest inquiries, reservations, cashiering, and coordination with various hotel and casino departments to ensure a seamless guest experience.

What you'll do:

  • Provide a warm, professional, and efficient welcome to all guests during check-in and check-out.
  • Communicate clearly and fluently in Mandarin and English/Filipino to assist Mandarin-speaking guests.
  • Assist guests with inquiries, requests, directions, hotel and casino information, promotions, and services.
  • Handle guest concerns or complaints promptly and escalate to supervisors when necessary.
  • Maintain a strong customer service orientation, ensuring an excellent and personalized guest experience.
  • Process guest registrations, room assignments, room changes, and late check-outs in accordance with hotel policies.
  • Perform cashiering tasks such as posting charges, settling bills, foreign currency exchange (if applicable), and proper cash handling.
  • Manage reservations, confirmations, and special requests accurately.
  • Maintain proper documentation, logs, and system entries.
  • Ensure compliance with standard operating procedures (SOPs) and service standards.
  • Coordinate with Housekeeping, Concierge, Security, Casino Operations, and other departments to address guest needs effectively.
  • Communicate VIP arrivals, special requests, and guest preferences to relevant departments.
  • Assist Marketing, Membership, and Casino Guest Services in attending to Mandarin-speaking players or guests when required.
  • Adhere to internal controls, company policies, data privacy regulations, and casino/hotel regulatory requirements.
  • Ensure proper verification of guest identities and follow Know Your Customer/Employee (KYC/KYE) guidelines.
  • Report suspicious activities or security concerns to the appropriate department.

Qualifications

  • Bachelor's Degree in Hospitality Management, Tourism, Business, or related course is preferred.
  • Fresh graduates are welcome to apply.
  • Fluent Mandarin communication skills (spoken and reading/writing is a plus).
  • Excellent customer service, communication, and interpersonal skills.
  • Proficiency with Front Office systems (Opera, PMS, POS) is an advantage.
  • Ability to work flexible shifts, including weekends and holidays.
  • Well-groomed, professional, and with a pleasant disposition.
  • Ability to multitask, remain calm under pressure, and handle guest concerns effectively.

Job Type: Full-time

Benefits:

  • Company events
  • Employee discount
  • Free parking
  • On-site parking
  • Promotion to permanent employee
  • Staff meals provided

Work Location: In person

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