Guest Service Centre Agent

2 months ago

Dubai, United Arab Emirates Anantara Hotels & Resorts Full time


JobDescription

Please note thatthis is not an exhaustive list of everything that needs to be done.Within this, the key responsibilities for this positionare:

  • Clearly understandthe concept of guest services center being the one point of contactfor guests.
  • Ensure adherence to:
    • Proper and prompt handling ofcalls
    • Prompt handling of ll guest requeststhrough FCS e-connect
    • Messagehandling
    • Compliance with request as perLAOP
    • Usage of standardphraseology
  • Ensureadherence to duty roster and ispunctual.
  • Ensure that that work areas, PABX areproperly maintained and cleaned.
  • Is updated ofVIP/RSVP etc. and repeat guest list.
  • Performduties of guest services whennecessary.
  • Maintain order in guest servicecenter area and provides communications facilities in case ofemergency, during emergencies handles all communications untilordered to leave the premises by a superior except in case ofimminent personnel danger.
  • Is aware of all thecharacteristics of the resort, the names, positions andresponsibilities of each division head and department head, theextension numbers and the use, location ofequipment.
  • Ensure that traffic sheet fortelephone / fax are correct before sending to the accountingdept.
  • Ensure immediate transmission of invoicesto the cashiers / front desk.
  • Has completeknowledge of the resort and services, including villa types, rates,relative features and facilities, food and beverage outlets andpromotions, spa and health club, and other properties. (especiallythe competition)
  • Ensures that all guestrequests are channelled correctly and followed uponeffectively.
  • Conduct courtesy calls to in-houseguests to ensure follow up on requests.
  • Is ableto route all incoming calls quickly and efficiently without keepingthe caller waiting.
  • Complete all other shiftduties as outlined on shift checklist.
  • Assistin all the other areas of Front office as and when necessary,especially all Guest Service Centre Agents are responsible toassist CID data related task during the absence of CIDAgent.
  • Handling all CID related messages,information as a link between the resort and CID police department,monitoring and correcting discrepancy between twoparties.
  • Follow procedure of shift handoverbetween colleagues with regards to day to dayoperation.
  • Ensure that all checked inrooms/check out rooms are also checked in/out CID police reportsystem.
  • Update promptly and correctly all guestdata in CID online system
  • Is proactive andinnovative, suggesting alternatives that meet guest needs inenjoying their Anantara experience.
  • Maintainknowledge and abiding by all Company Policies in relation to FrontOffice e.g. Refunds and Cancellations and ensuring they arecorrectly communicated to guests ifrequired.
  • Develop and maintain a close andharmonious working relationship with all hoteldepartments.
  • Participate in training programsfor the Front Office Department asscheduled.
  • Possesses a positive upbeatpersonality with a desire to deliver outstanding customer serviceto our guests. Is detail oriented.
  • Ensure thatall correspondence are processed within the set times and handledcorrectly according to the procedures.
  • Reportand maintain accurate records with documents on incidents occurringat the resort and keeps superior briefed at all times.

Qualifications

  • A strong focus on customerservice
  • Prior experience in hotel front officeoperations is preferred
  • Excellent communicationskills; fluency in English is required
  • Be ableto work shifts, weekends and publicholidays
  • Computer skills in Ms Office;experience with current Property Management Systems (PMS) ispreferred

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