Guest Service Centre Agent

Please note that this is not an exhaustive list of everything that needs to be done. 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 all guest requests through FCS econnect
  • Message handling
  • Compliance with request as per LAOP
  • Usage of standard phraseology
• Ensure adherence to duty roster and punctuality.
• Ensure that work areas PABX are properly maintained and cleaned.
• Stay updated on VIP/RSVP and repeat guest lists.
• Perform duties of guest services when necessary.
• Maintain order in the guest service center area and provide communication facilities in case of emergencies, handling all communications until ordered to leave the premises by a superior, except in cases of imminent personal danger.
• Be aware of all characteristics of the resort, including the names, positions, and responsibilities of each division head and department head, extension numbers, and the location of equipment.
• Ensure that traffic sheets for telephone/fax are correct before sending to the accounting department.
• Ensure immediate transmission of invoices to the cashiers/front desk.
• Have complete knowledge of the resort and services, including villa types, rates, features, facilities, food and beverage outlets, promotions, spa and health club, and other properties (especially the competition).
• Ensure that all guest requests are channeled correctly and followed up effectively.
• Conduct courtesy calls to in-house guests to ensure follow-up on requests.
• Route all incoming calls quickly and efficiently without keeping the caller waiting.
• Complete all other shift duties as outlined on the shift checklist.
• Assist in all other areas of the Front Office as necessary, especially assisting CID data-related tasks during the absence of the CID Agent.
• Handle all CID-related messages and information as a link between the resort and CID police department, monitoring and correcting discrepancies between the two parties.
• Follow the procedure of shift handover between colleagues regarding day-to-day operations.
• Ensure that all checked-in and checked-out rooms are recorded in the CID police report system.
• Update promptly and correctly all guest data in the CID online system.
• Be proactive and innovative, suggesting alternatives that meet guest needs in enjoying their Anantara experience.
• Maintain knowledge and abide by all Company Policies in relation to Front Office, e.g., Refunds and Cancellations, ensuring they are 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.
• Possess a positive, upbeat personality with a desire to deliver outstanding customer service to our guests, being detail-oriented.
• Ensure that all correspondence is processed within the set times and handled correctly according to procedures.
• Report and maintain accurate records of incidents occurring at the resort and keep superiors 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. Ability to work shifts, weekends, and public holidays. Computer skills in MS Office; experience with current Property Management Systems (PMS) is preferred. Remote Work: No Employment Type: Full-time #J-18808-Ljbffr