Guest Service Centre Agent

6 days ago

Dubai, Dubai, United Arab Emirates Minor International Full time

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:

  1. Clearly understand the concept of guest services center being the one point of contact for guests.
  2. Ensure adherence to:
    1. Proper and prompt handling of calls
    2. Prompt handling of all guest requests through FCS econnect
    3. Message handling
    4. Compliance with request as per LAOP
    5. Usage of standard phraseology
  3. Ensure adherence to duty roster and be punctual.
  4. Ensure that work areas and PABX are properly maintained and cleaned.
  5. Be updated on VIP/RSVP etc. and repeat guest list.
  6. Perform duties of guest services when necessary.
  7. Maintain order in guest service center area and provide communication facilities in case of emergencies; handle all communications until ordered to leave the premises by a superior, except in cases of imminent personnel danger.
  8. Be 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 location of equipment.
  9. Ensure that traffic sheets for telephone/fax are correct before sending to the accounting department.
  10. Ensure immediate transmission of invoices to the cashiers/front desk.
  11. Have complete knowledge of the resort and services including villa types, rates, relative features and facilities, food and beverage outlets, promotions, spa and health club, and other properties (especially the competition).
  12. Ensure that all guest requests are channeled correctly and followed upon effectively.
  13. Conduct courtesy calls to in-house guests to ensure follow-up on requests.
  14. Be able to route all incoming calls quickly and efficiently without keeping the caller waiting.
  15. Complete all other shift duties as outlined on the shift checklist.
  16. Assist in all other areas of Front Office as necessary, especially all Guest Service Centre Agents are responsible for assisting with CID data related tasks during the absence of the CID Agent.
  17. 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.
  18. Follow procedure of shift handover between colleagues with regards to day-to-day operations.
  19. Ensure that all checked-in rooms/check-out rooms are also checked in/out in the CID police report system.
  20. Update promptly and correctly all guest data in the CID online system.
  21. Be proactive and innovative, suggesting alternatives that meet guest needs in enjoying their Anantara experience.
  22. Maintain knowledge and abide by all Company Policies in relation to Front Office e.g. Refunds and Cancellations, ensuring they are correctly communicated to guests if required.
  23. Develop and maintain a close and harmonious working relationship with all hotel departments.
  24. Participate in training programs for the Front Office Department as scheduled.
  25. Possess a positive upbeat personality with a desire to deliver outstanding customer service to our guests. Be detail-oriented.
  26. Ensure that all correspondence is processed within the set times and handled correctly according to the procedures.
  27. Report and maintain accurate records with documents on incidents occurring at the resort and keep 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.

Remote Work:

No

Employment Type:

Fulltime

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