Guest Service Center Agent

؜ - ؜Dubai ؜ -

Job details

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

KEY DUTIES AND RESPONSIBILITIES

Please note that this is not an exhaustive list of everything that needs to be
done. Employees at Anantara we always find new ways to look after the
business, their guests and associates. Within this, the key responsibilities
for this position are:
* Clearly understand the concept of guest services center being the one point of contact for guests.
* Ensure adherence to :
* Proper and prompt handling of calls
* Prompt handling of guest requests through FCS e-connect
* Message handling
* Compliance with request as per LAOP
* Usage of standard phraseology
* Ensure adherence to duty roster and is punctual.
* Ensure that that work areas, PABX are properly maintained and cleaned.
* Is updated of VIP/RSVP etc. and repeat guest list.
* Perform duties of guest services when necessary.
* Maintain order in guest service center area and provides communications facilities in case of emergency, during emergencies handles all communications until ordered to leave the premises by a superior except in case of imminent personnel danger.
* Is aware of all the characteristics of the resort, the names, positions and responsibilities of each division head and department head, the extension numbers and the use, location of equipment.
* Ensure that traffic sheet for telephone / fax are correct before sending to the accounting dept.
* Ensure immediate transmission of invoices to the cashiers / front desk.
* Has complete knowledge of the resort and services, including villa types, rates, relative features and facilities, food and beverage outlets and promotions, spa and health club, and other properties. (especially the competition)
* Ensures that all guest requests are channeled correctly and followed upon effectively.
* Conduct courtesy calls to in-house guests to ensure follow up on requests.
* Is able to route all incoming calls quickly and efficiently without keeping the caller waiting.
* Complete all other shift duties as outlined on shift checklist.
* Assist in all the other areas of Front office as and when necessary, especially all Guest Service Centre Agents are responsible to assist CID data related task during the absence of CID Agent.
* Handling all CID related messages, information as a link between the resort and CID police department, monitoring and correcting discrepancy between two parties.
* Follow procedure of shift handover between colleagues with regards to day to day operation.
* Ensure that all checked in rooms/check out rooms are also checked in/out CID police report system.
* Update promptly and correctly all guest data in CID online system
* Is proactive and innovative, suggesting alternatives that meet guest needs in enjoying their Anantara experience.
* Maintain 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.
* Develop and maintain a close and harmonious working relationship with all hotel departments.
* Participate in training programs for the Front Office Department as scheduled.
* Possesses a positive upbeat personality with a desire to deliver outstanding customer service to our guests. Is detail oriented.
* Ensure that all correspondence are processed within the set times and handled correctly according to the procedures.
* Report and maintain accurate records with documents on incidents occurring at the resort and keeps superior briefed at all times.


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

Job Summary

  • Advertiser: Anantara
  • Announcement date: 16/05/2023
  • Type of employment: -
  • Experience level: -
  • Educational level: -
  • Job location: Dubai
  • Salary: -
  • Phone number: -

More jobs like this

Dubai
19/08/2022

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 cosmopoli…

Dubai
04/08/2022

Wyndham Dubai Deira is now seeking a Guest Service Center Agent to join our team in Dubai, United Arab Emirates ** SUMMARY** The role holder will operate the telephone switchboard station in order to answer telephone calls and process guest requests for wake up calls, screening calls, and oth…

Dubai
13/03/2023

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 cosmopoli…

Abu Dhabi
01/06/2022

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 cosmopoli…

Abu Dhabi
25/04/2023

Abu Dhabi, UAE * Hospitality/Travel **Responsibilities and Duties** * Answer all incoming calls, connect them to the appropriate extension in an efficient, friendly and caring manner according to the Emirates Palace standards * Write down messages accurately for our guests and deliver messages…

Dubai
19/08/2022

Company Description ** NH Dubai The Palm: Eclectic Elegance on Palm Jumeirah** Feel the ambiance at our exciting new four-stars hotel on Palm Jumeirah. Sitting on the exclusive West Beach, NH Dubai The Palm gives easy access to the nearby Nakheel Mall and the largest fountain in the world, the c…

Dubai
28/05/2022

**Posting Date** May 24, 2022 **Job Number** 22085618 **Job Category** Administrative **Location** The Dubai EDITION, Dubai Fountain Street, Dubai, United Arab Emirates, United Arab Emirates VIEW ON MAP **Brand** Edition Hotels **Schedule** Full-Time **Relocation?** N **Position Type*…

Dubai
03/05/2022

Company Description Contemporary, relaxed and imaginative. Be it a leisurely family break or romantic escape, AVANI Hotels & Resorts provides the right space for guests who value the details that matter. Job Description The primary responsibility of a guest service agent is to provide expe…

Dubai
15/07/2022

#### **Description** A Front Desk Receptionist for the Waldorf Astoria Dubai International Financial Centre, welcomes Guests, assists with arrival and departure procedures, offers current information to Guests as requested, and manages incoming requests from the hotel communications systems (teleph…

Dubai
15/06/2022

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 cosmopoli…

اللغة: العربيّة