Guest Service Agent

A luxury hospitality brand for modern travelers, Anantara connects guests to genuine places, people and stories through personal experiences and providing heartfelt hospitality in the world’s most exciting destinations. From pristine islands and tropical beaches to cosmopolitan cities, tranquil deserts and lush jungles, Anantara welcomes guests for journeys rich in discovery.

About the Role: 

The Guest Service Agent (Receptionist role) is the front liner under the general direction of the Front Office, and within the limits of the established hotel policies and procedures, who oversees and directs all aspects of the guest relation functions to achieve the highest possible guest satisfaction. 

Duties and Responsibilities: 

• To anticipate guest needs, and handle guest inquiries in a helpful and attentive Anantara manner.
• To have a complete knowledge of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets and promotions, spa and health club, and other Anantara properties.
• To take personal responsibility for the service and attitude with which our guest service is being delivered, and ensure it meets the highest standard of Anantara at all times.
• Take personal responsibility for ensuring all issues pertaining to guest satisfaction are met and that follow up is completed on a timely basis.
• To be proactive and innovative, suggesting alternatives that meet guest needs in enjoying their Anantara experience.
• To develop a close and harmonious working relationship with all hotel departments,
• To attend hotel events, daily shift briefings and training to improve professional skills.
• To perform check in and to hand out keys.
• To carry out visits and to accompany guest to room.
• To keep an accurate room status at all times.
• To deal with payment and credit cards.
• To perform room moves and upgrades.
• To perform checkout for guests, to prepare bills and take payment.
• To handle cash and foreign currency exchange.
• To deal with special requests from guests, such as ordering taxis, booking theatre trips, or storing valuables and luggage.
• To answer questions about facilities in the hotel and the surrounding area.
• To deal with any guest complaints or problems.
• To inform reporting line for all guest complaints and requests by email attach with Guest Incident Report.  
• To forward callers to the appropriate extension/department.
• To assist the Manager, Front Office/Assistant Manager, Front Office with secretarial duties.
• To take booking request after office hours.
• To assist with customer service inquiries.
• To ensure that the checklist is filled in each shift, checked, and approved by the superiors and send on a daily basis to the reporting line.
• To ensure the filing of customer bills.
• To perform audit on guest bills.
• To collect guest preferences.
• To upsell hotel facilities.
• To program key cards.
• To assist with or accept other responsibilities in the office as required or requested by the leader on duty.
• To be responsible for their own cash floats.
• To adhere to policies and procedures in regard to appearance, hygiene and sanitation enforced.
• To attend Training given by reporting line.
• To carry out any associated clerical duties as and when required.

• High School diploma
• Previous experience in same position for at least 1 year.
• Luxury hotel experience is a must
• Passion for excellent service
• Excellent team player and great communication skills
• The ideal candidate should have at least 2 years of experience in the same role in an international ultra-luxury resort.
• Must be fluent in written and spoken English, and additional languages like Arabic, German, Spanish, French, Mandarin, will be a plus.

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