Full-Time Guest Service Centre Agent

WHY THIS JOB EXISTS To serve the needs of the business, our guests and our colleagues by maintaining the effectiveness of the day-to-day guest service operations, enhancing guest experience by being one of the key points of contact for guest interaction in the resort. At Anantara, we are proud to represent our resort and our country to guests from all over the world. We treat our guests and our colleagues with respect and work hard together to deliver the highest quality of service to all.

KEY DUTIES AND RESPONSIBILITIES

Please note that this is not an exhaustive list of everything that needs to be done. Anantara employees always find new ways to look after the business, their guests, and their colleagues.

Within this, the key responsibilities for this position are:

• Clearly understands the concept of guest services center being the one point of contact for guests.
• Ensures adherence to:
  • Proper and prompt handling of calls
  • Message handling
  • Compliance with request as per SOP
  • Usage of standard phraseology
  • Taking Invilla dining orders
  • Handling seaplane and domestic bookings
• Ensures adherence to duty roster and is punctual.
• Ensures that work areas, PABX are properly maintained and cleaned.
• Is updated of VIP/RSVP etc. and repeat guest list.
• Performs duties of guest services when necessary.
• Maintains 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.
• Ensures that traffic sheet for telephone / fax are correct before sending to the accounting dept.
• Ensures 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).
• Ensure to have all the F & B, Spa, activities menu and other information’s 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.
• Send top 10 issues to GM secretary reported on the month to identify the issues and to take necessary action to prevent them.
• Develops and maintains a close and harmonious working relationship with all hotel departments.
• Participates 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.
• Team members must multi – task, be detail oriented, and be able to problem solve in order to effectively deal with internal and external customers.
• Ensures that all correspondence is processed within the set times and handled correctly according to the procedures.
• Ensure to arrange guest transfers schedule on daily basis and circulate to all relevant departments.
• Reports and maintains accurate records with documents on incidents occurring at the resort and keeps superior briefed at all times.

Requirements:

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

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