Guest Services Agent

6 days ago

Dubai, Dubai, United Arab Emirates Anantara Hotels & Resorts Full time
Roles and responsibilities

The primary responsibility of a guestservice agent is to provide expertise services in a courteousmanner. You are responsible for taking reservations, greeting andregistering guests, providing outstanding guest service duringtheir stay, and settling the guest-s account upon completion oftheir stay. You will handle all guest enquires, requests andcomments promptly and efficiently, ensuring their stay in the hotelis to theirsatisfaction.

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

  • EssentialSkills andAttributes

    1.CommunicationSkills

  • Strong verbaland written communication to interact effectively with guests andcolleagues.
  • Ability to explain hotel services,policies, and amenities clearly toguests.
  • Listening attentively to guest concernsand requests to provide appropriatesolutions.

  • 2. CustomerServiceExcellence

  • Ensuringall guests feel welcomed, valued, and cared for throughout theirstay.
  • Providing personalized service byanticipating guest needs and exceedingexpectations.
  • Handling complaints and resolvingissues promptly andprofessionally.

  • 3.Problem-Solving

  • Addressingguest complaints or concerns with a calm and solution-orientedapproach.
  • Finding quick, effective solutionsfor various guest requests, such as room changes, amenities, orspecialaccommodations.

  • 4.MultitaskingAbility

  • Handlingmultiple guest inquiries, reservations, and tasks at once,especially during busy times.
  • Prioritizingtasks efficiently to meet the needs of allguests.

  • 5. Attention toDetail

  • Ensuringaccurate guest check-in/check-out processes, room assignments, andspecial requests.
  • Monitoring guest preferencesand needs, keeping accurate records in thesystem.

  • 6.OrganizationalSkills

  • Managing guestinformation, ensuring timely check-ins, check-outs, andreservations.
  • Coordinating services liketransportation, room service, or specialarrangements.

  • 7.Computer and SystemProficiency

  • Usingproperty management systems (e.g., Opera, RMS, or similar software)to check in/check out guests, update information, and managebookings.
  • Handling reservations, billing, andguest records accurately in thesystem.

  • 8. ConflictResolution

  • Handlingdifficult situations, such as overbookings or guestdissatisfaction, with diplomacy andprofessionalism.
  • Ensuring guest concerns areresolved in a manner that maintains their loyalty andsatisfaction.

  • 9.Teamwork andCollaboration

  • Coordinatingwith housekeeping, maintenance, and other departments to ensureseamless guest services.
  • Communicating guestpreferences or requests to other team members for follow-upactions.

  • 10. TimeManagement

  • Managingcheck-ins and check-outs efficiently, minimizing wait times forguests.
  • Organizing daily tasks and ensuringguests receive timely responses to theirinquiries.
Desired candidate profile

1. Guest Check-In andCheck-Out:

  • Welcomingguests upon arrival, verifying reservations, and checking them inefficiently.
  • Processing guest check-outs,ensuring all billing information is accurate, and handlingpayments.

2. GuestInquiries andRequests:

  • Addressingquestions about hotel services, amenities, or localattractions.
  • Fulfilling special requests, suchas arranging transportation, booking tours, or providing extraamenities.

3. HandlingComplaints andIssues:

  • Responding toguest complaints or concerns and resolving them quickly andeffectively.
  • Offering solutions such as roomchanges, service adjustments, or compensation whennecessary.

4. ProvidingInformation:

  • Offeringinformation about the hotel's facilities, restauranthours, events, and nearbyattractions.
  • Assisting guests with directions,making reservations at local restaurants, or suggestingactivities.

5.Coordination with OtherDepartments:

  • Communicatingguest requests and issues to relevant departments, such ashousekeeping or maintenance.
  • Ensuring thatrooms are prepared to meet guest needs and are cleaned to highstandards.

6. Billingand PaymentHandling:

  • Processingguest payments for services rendered, such as room charges oradditional services.
  • Ensuring that invoices arecorrect and providing receipts asneeded.

7. MaintainingGuest Records:

  • Updatingguest profiles with preferences, special requests, or importantnotes for future visits.
  • Ensuring all guestinformation is kept confidential andsecure.

8. UpsellingHotelServices:

  • Promotingadditional services such as room upgrades, dining options, or spatreatments to enhance the guestexperience.
  • Encouraging guests to return orparticipate in loyaltyprograms.

9. HandlingEmergencySituations:

  • Managingemergencies, such as fire alarms, medical issues, or securityconcerns, while keeping guests informed andcalm.
  • Following safety procedures andcoordinating with security or medical staff whenneeded.

WorkplaceScenarios

  • BusyCheck-In Times: Managing guest arrivals during peakhours and ensuring quick, efficientservice.
  • GuestComplaints: Handling dissatisfied guests ordifficult situations with professionalism andcare.
  • SpecialRequests: Coordinating with other departments toaccommodate special requests like early check-ins, extra amenities,or dietary needs.
KeySkills
Hospitality,guest rooms,GuestService
Employment Type : Full-time
Department / Functional Area: Hospitality
Experience: years
Gender: Male
Vacancy: 1

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