Guest Service Agent

Company Description

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

Job Description

Please note that this is not an exhaustive list of everything that needs to be done. Anantara team members always find new ways to look after the business, their guests and team members. Within this, the key responsibilities for this position are:

• Anticipate guest needs, and handle guest inquiries in a helpful and attentive manner.
• Has a complete knowledge of the resort product, including room types, rates, relative features and facilities, food and beverage outlets and promotions, spa and health club, and other Anantara properties.
• Take personal responsibility for the service and attitude with which our guest service is being delivered, and ensure it meets the highest standard at all times.
• Take personal responsibility for ensuring all issues pertaining to guest satisfaction are met and that follow up is completed on a timely basis.
• Ensure that handling of all financial transactions is as per the resort policies.
• Proactive and innovative, suggesting alternatives that meet guest needs in enjoying their Anantara experience.
• Keep the supervisor informed of all guest feedback whether positive or negative.
• To develop a close and harmonious working relationship with all departments.
• Attend resort events, daily shift briefings and training to improve professional skills.
• Foster a good relationship with third party companies.
• Work closely with Concierge and limousine drivers to ensure smooth transfer arrangements for guests.
• Detailed and ensure proper handover from incoming and outgoing shifts.
• Answer telephones promptly and accurately and follow telephone etiquettes.
• Ensure timely follow up of all guest requests and reverts to guests or resort as appropriate.
• Take ownership of guest’s requests and needs and ensures immediate action as appropriate.
• Keep Front Office Manager informed of all mishaps, unusual cases and guest feedbacks.
• Well acquainted with all resort facilities, including the guest room facilities and know all events in the resort.
• Keep himself/herself updated on the arrivals, departure and transport arrangements for the day.
• Ensure guest recognition.
• Is able to identify and acknowledge repeat guests and VIPs.
• Ensure that each guest interaction is a delightful experience for the guests.
• Never say “NO”. Offer alternatives as applicable.
• Always find a way to exceed guest’s need and expectations.
• Ensure consistent delivery of resort’s service standards.
• Is self-motivated and leads his colleagues by example.
• Respect the departmental duty roster and report to work on time.
• Is open and willing to adapt to new procedures for the benefit of guests and colleagues as and when introduces.
• Attend all scheduled training courses organized by the department and resort as and when asked to.
• Is a team player and actively participates in all team member activities.
• Present himself/herself at all times with professional courtesy and etiquette towards both guests and team members.
• Is well groomed and in proper uniform at all times.
• Maintain a professional demeanor at all times.
• Always project a positive image of the resort and company.
• Ensure strict compliance to all resort and local laws regarding CID, fire, health, safety and security procedures and actively participate in any training sessions conducted on the aforementioned.

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Qualifications

• A strong focus on customer service
• Prior experience in hotel front office operations is preferred
• Excellent communication skills; fluency in English is required
• Be able to work shifts, weekends and public holidays
• Computer skills in Ms Office; experience with current Property Management Systems (PMS) is preferred.
• Russian or German Speaker will be an advantage.