Guest Service Centre Agent

6 days ago


Dubai, Dubai, United Arab Emirates Minor International Full time

Please note that this is not an exhaustivelist of everything that needs to be done.  Within this thekey responsibilities for this positionare:

  • Clearly understand the concept ofguest services center being the one point of contact forguests.
  • Ensure adherence to:
    • Proper and prompt handling ofcalls
    • Prompt handling of ll guest requeststhrough FCS econnect
    • 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 ratesrelative 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 inhouseguests 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 necessaryespecially all Guest Service Centre Agents are responsible toassist CID data related task during the absence of CIDAgent.
  • Handling all CID related messagesinformation as a link between the resort and CID police departmentmonitoring 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 alltimes.

Qualifications:

A strong focus oncustomer service
Prior experience in hotel front officeoperations is preferred
Excellent communication skills;fluency in English is required
Be able to work shiftsweekends and public holidays
Computer skills in MsOffice; experience with current Property Management Systems (PMS)is preferred

RemoteWork :

No

EmploymentType :

Fulltime

Key Skills
RestaurantExperience,Customer Service,Hotel Experience,Taleo,HospitalityExperience,Cashiering,Food Safety Experience,Guest RelationsExperience,Animal Handling,Front Desk,Guest Services,PhoneEtiquette
Experience: years
Vacancy: 1
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