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Guest Service Agent Reservations

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Ras alKhaimah, Ra’s al Khaymah, United Arab Emirates Anantara Hotels & Resorts Full time
Roles and responsibilities

1. CommunicationSkills

  • Clear, friendly,and professional communication with guests, both in person and overthe phone or via email.
  • Ability to listenactively to guest concerns, requests, or inquiries and respond in acourteous manner.

2.Customer ServiceExcellence

  • Providingexceptional service by addressing guest needs promptly and ensuringa memorable experience.
  • Handling guestcomplaints or issues with empathy and professionalism, seeking toresolve them to the guest'ssatisfaction.

3.Problem-SolvingSkills

  • Ability tohandle unexpected situations, such as booking errors, room changes,or special requests, and finding efficientsolutions.
  • Resolving guest issues calmly andeffectively, ensuring minimal disruption to theirstay.

4. MultitaskingAbility

  • Handlingmultiple tasks at once, such as checking in/out guests, answeringphone calls, and responding to emailrequests.
  • Managing busy periods effectivelywhile maintaining a high level ofservice.

5. Attentionto Detail

  • Ensuringaccuracy when processing guest reservations, payments, andrequests.
  • Checking guest details carefully andconfirming all arrangements to avoiderrors.

6.OrganizationalSkills

  • Keeping track ofguest information, reservations, special requests, and roomavailability.
  • Organizing check-in/check-outprocesses, maintaining guest records, and ensuring smoothtransitions.

7.Computer and TechnologySkills

  • Familiarity withproperty management systems (PMS), reservation software, andpoint-of-sale (POS) systems.
  • Handling guesttransactions and room assignments usingtechnology.

8.Knowledge of LocalArea

  • Providing guestswith information about local attractions, transportation options,dining recommendations, and otherservices.
  • Being knowledgeable about theproperty and its amenities to guide guestseffectively.

9.Teamwork

  • Collaboratingwith other hotel departments (housekeeping, maintenance, concierge,etc.) to fulfill guest requests.
  • Working withcolleagues to ensure seamless service delivery during high-demandperiods.

10.Professionalism andPresentation

  • Maintaininga professional appearance and demeanor at alltimes.
  • Being punctual, well-groomed, andadhering to the dress code of theestablishment.
Desired candidate profile
  • To anticipate guest needs, and handle guestinquiries in a helpful and attentive Anantaramanner.
  • To have a complete knowledge of thehotel product, including room types, rates, relative features andfacilities, food and beverage outlets and promotions, spa andhealth club, and other Anantara properties.
  • Totake personal responsibility for the service and attitude withwhich our guest service is being delivered, and ensure it meets thehighest standard of Anantara at all times.
  • Takepersonal responsibility for ensuring all issues pertaining to guestsatisfaction are met and that follow up is completed on a timelybasis.
  • To be proactive and innovative,suggesting alternatives that meet guest needs in enjoying theirAnantara experience.
  • To develop a close andharmonious working relationship with all hoteldepartments,
  • To attend hotel events, dailyshift briefings and training to improve professionalskills.

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
Key Skills
Guest Relations,Guest Service,HotelReservation
Employment Type : Full-time
Department / Functional Area: Hospitality
Experience: years
Gender: Male
Vacancy: 1