Guest Service Centre Agent

Company Description

A luxury hospitality brand for modern travellers, Anantara connects guests to genuine places, people, and stories through personal experiences and heartfelt hospitality in the world's most exciting destinations. From pristine islands and tropical beaches to cosmopolitan cities, tranquil deserts, and lush jungles, Anantara offers journeys rich in discovery.

Job Description

WHY THIS JOB EXISTS

To serve the needs of the business, our guests, and our colleagues by maintaining effective daily guest service operations and enhancing guest experience as a key contact point in the resort.

At Anantara, we proudly represent our resort and country to guests worldwide, treating everyone with respect and working together to deliver high-quality service.

Key Duties And Responsibilities

Please note this list is not exhaustive; employees are encouraged to find new ways to support the business, guests, and colleagues. The main responsibilities include:

1. Understanding the guest services center as the primary contact for guests.
2. Ensuring proper handling of calls, messages, and requests according to SOPs, using standard phraseology.
3. Taking Invilla dining orders, handling seaplane and domestic bookings.
4. Punctuality and adherence to duty roster.
5. Maintaining cleanliness and order in work areas and the guest service center.
6. Staying updated on VIP, RSVP, and repeat guest lists.
7. Performing guest services duties when necessary.
8. Managing emergency communications and maintaining order in the guest service area.
9. Knowing resort characteristics, department head contacts, and equipment locations.
10. Verifying traffic sheets for telephone/fax before sending to accounting.
11. Transmitting invoices promptly to cashiers or front desk.
12. Having comprehensive knowledge of resort services, including villa types, rates, F&B outlets, promotions, spa, and other properties, including competitors.
13. Maintaining menus and information for quick guest reference.
14. Ensuring guest requests are properly channeled and followed up.
15. Conducting courtesy calls to in-house guests.
16. Routing incoming calls efficiently.
17. Completing shift duties as per checklist and assisting in other front office areas.
18. Being proactive and suggesting guest experience improvements.
19. Adhering to company policies on refunds and cancellations and communicating these to guests.
20. Handling F&B orders efficiently and upselling where possible.
21. Facilitating maintenance requests and communicating with other departments via FCS.
22. Reporting top 10 issues monthly to GM secretary for resolution.
23. Maintaining good relationships with all hotel departments.
24. Participating in scheduled training programs.
25. Possessing a positive attitude, multitasking, and problem-solving skills to deliver outstanding service.
26. Processing correspondence timely and correctly.
27. Arranging and circulating guest transfer schedules daily.
28. Keeping accurate incident records and briefing superiors.

Qualifications

• College diploma in hotel management or related field.
• Experience as a Guest Service Centre Supervisor or in Front Office.
• Excellent oral communication skills.
• Experience with Front Office systems.
• Fluent in English, both written and spoken.