Guest Service Centre Agent

Role Overview

Guest Service Centre Agent at Anantara The Palm Dubai Resort, part of Minor International's luxury hotel and resort brand.

Company Overview

Anantara Hotels & Resorts is a global luxury hotel and resort brand rooted in Thai culture with an intrinsic sense of authentic hospitality. Founded in 2001 in Thailand, the brand has expanded across the world, welcoming guests in some of the world's most captivating locales — from pristine beaches and private islands to ancient sites and vibrant metropolises.

Role Purpose

To serve as the primary point of contact for guests, managing all incoming communications, guest requests, and administrative coordination while maintaining the highest standards of hospitality and operational compliance.

Key Responsibilities

Guest Communications & Request Management

• Understand and execute the concept of guest services centre as the one point of contact for guests.
• Ensure adherence to proper and prompt handling of all calls and guest requests through FCS e-connect.
• Route all incoming calls quickly and efficiently without keeping the caller waiting.
• Handle all message communications and ensure compliance with requests as per LAOP and usage of standard phraseology.
• Conduct courtesy calls to in-house guests to ensure follow up on requests.
• Ensure that all guest requests are channelled correctly and followed upon effectively.

Guest Knowledge & Service Delivery

• Maintain complete knowledge of the resort and services, including villa types, rates, relative features and facilities, food and beverage outlets and promotions, spa and health club, and other properties.
• Be aware of all characteristics of the resort, the names, positions and responsibilities of each division head and department head, the extension numbers and the use and location of equipment.
• Be updated of VIP/RSVP and repeat guest lists.
• Is proactive and innovative, suggesting alternatives that meet guest needs in enjoying their Anantara experience.
• Possess a positive upbeat personality with a desire to deliver outstanding customer service to guests and is detail oriented.

Administrative & Compliance Management

• Ensure traffic sheet for telephone and fax are correct before sending to the accounting department.
• Ensure immediate transmission of invoices to the cashiers and front desk.
• Maintain knowledge and abide by all Company Policies in relation to Front Office, such as Refunds and Cancellations, and ensure they are correctly communicated to guests if required.
• Ensure that all correspondence are processed within the set times and handled correctly according to procedures.

Police & Guest Information Management

• Handle all CID related messages and information as a link between the resort and CID police department.
• Monitor and correct discrepancies between the resort and CID police department.
• Ensure that all checked in rooms and check out rooms are also checked in and out of CID police report system.
• Update promptly and correctly all guest data in CID online system.
• Assist CID data related tasks during the absence of CID Agent.

Front Office Operations

• Perform duties of guest services when necessary.
• Assist in all other areas of Front Office as and when necessary.
• Maintain order in guest service centre area and provide communications facilities in case of emergency.
• During emergencies, handle all communications until ordered to leave the premises by a superior except in case of imminent personnel danger.
• Follow procedure of shift handover between colleagues with regards to day-to-day operation.
• Report and maintain accurate records with documents on incidents occurring at the resort and keep superior briefed at all times.

Training & Development

• Participate in training programs for the Front Office Department as scheduled.

Skills & Competencies

• Customer service excellence and guest interaction.
• Telephone communication and call routing.
• Data entry and accuracy in guest information systems.
• FCS e-connect system knowledge.
• CID online system proficiency.
• Problem-solving and decision-making.
• Attention to detail and organizational skills.
• Ability to work under pressure and handle multiple tasks.
• Knowledge of hospitality procedures and protocols.

Additional Information

• Full details are available on the employer's original posting.