Job description
Role Overview
Rooms Controller / Guest Service Supervisor at Anantara The Palm Dubai Resort, a global luxury hotel and resort brand rooted in Thai culture.
Company Overview
Anantara Hotels & Resorts is a global luxury hotel and resort brand founded in 2001 in Thailand, rooted in Thai culture with an intrinsic sense of authentic hospitality. The brand is inspired by the Sanskrit word meaning "without end," embodying freedom, movement, and harmony. Anantara operates across the world in some of the world's most captivating locales, from pristine beaches and private islands to ancient sites and vibrant metropolises.
Role Purpose
To deliver prompt, courteous, and professional service ensuring a high level of guest satisfaction while coordinating room operations, managing guest requests, and supporting Front Office and departmental teams to maintain seamless resort operations.
Key Responsibilities
Guest Service
- Deliver prompt, courteous, and professional service to ensure a high level of guest satisfaction.
- Assist guests with enquiries, resort activities, special requests, and local information.
- Proactively follow up on guest requests, feedback, complaints, and compliments, ensuring timely resolution and communication.
- Handle challenging situations professionally in line with resort policies and procedures.
Room Operations & Coordination
- Coordinate room assignments, arrivals, departures, VIP arrangements, and special requests with Housekeeping and other departments.
- Monitor room availability, room status, and guest movements to ensure efficient room allocation and smooth operations.
- Support the Front Office team during busy periods, including guest registration and check-out.
Reporting & Compliance
- Ensure the accuracy of guest records, reports, and operational procedures, including Guest Service Questionnaires.
- Maintain effective communication with all departments to ensure seamless guest service.
Safety & Standards
- Safeguard guests' belongings and ensure compliance with all safety, security, and company policies.
- Maintain a clean and organized work area while projecting a professional image at all times.
Team & Development
- Participate in training and contribute to a positive, cooperative, and service-oriented team environment.
- Support the business, guests, and colleagues whenever required.
- Perform any other duties assigned by management to support the operational needs of the resort.
Additional Information
- Team members are expected to support the business, guests, and colleagues whenever required.