Guest Service Centre Agent
6 days ago
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 SkillsRestaurantExperience,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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