Front Desk Ambassador

At a luxury resort, we are proud to represent our country and region to guests from all over the world. We treat our guests with respect and work hard together to deliver exceptional service quality to all.

• Guest Services Management
  • Clearly understands the concept of guest services center being the one point of contact for guests.
  • Ensures adherence to proper call handling, message management, SOP compliance, standard phraseology usage, Invilla dining orders, seaplane and domestic bookings.

• Ensures punctuality and adheres to duty roster.

• Ensures work areas, PABX are properly maintained and cleaned.

• Is updated on VIP/RSVP etc. and repeat guest list.

• Maintains order in guest service center area and provides emergency communications facilities during emergencies handles all communications until ordered to leave the premises by a superior except in case of imminent personnel danger.

• Has complete knowledge of the resort and services, including villa types, rates, relative features and facilities, food and beverage outlets, spa and health club, other properties and competition information.
• Ensure to have all F & B, Spa, activities menu and other information for quick referral to guest enquires.

• Ensures that all guest requests are channelled correctly and followed upon effectively.

• Conducts courtesy calls for all in-house guests.
• Is able to route all incoming calls quickly and efficiently without keeping the caller waiting.

• Completes all other shift duties as outlined on shift checklist.
• Assists in all the other areas of Front office as and when necessary.

• Is proactive and innovative, suggesting alternatives that meet guest needs in enjoying their Anantara experience.

• Maintains knowledge and abiding by all Company Policies in relation to Front Office e.g. Refunds and Cancellations and ensuring they are correctly communicated to guests if required.

• Handle Food and Beverage order efficiently and ensure to upsell.

• Facilitate all guest maintenance requests and other relevant communication to the other department through FCS.

• Reports and maintains accurate records with documents on incidents occurring at the resort and keeps superior briefed at all times.