Guest Service Centre Agent

About Anantara The Palm Dubai Resort

Located in Dubai, Anantara The Palm is part of Anantara Hotels & Resorts, a luxury hotel brand inspired by Thai culture and known globally for heartfelt, authentic hospitality. The brand's philosophy revolves around freedom, movement, and harmony, aiming to leave memorable experiences with every guest journey. Established in 2001 in Thailand, Anantara has grown internationally, operating in stunning locales ranging from beaches and islands to bustling cities. Anantara promotes a career driven by generosity, warmth, and genuine hospitality.

Key Responsibilities

• Act as the central point of contact for guests within the Guest Services Centre, ensuring clear comprehension of this role.
• Respond promptly to guest calls, efficiently manage guest requests through FCS e-connect, handle messages, and comply with LAOP standards using approved wording.
• Stay informed on VIP, RSVP, and repeat guest lists to enhance personalized service.
• Perform guest service duties when required and maintain order within the service centre.
• Manage communications facilities during emergencies and handle all communications unless instructed otherwise due to safety risks.
• Possess thorough knowledge of the resort's features, including department heads, equipment locations, and contact extensions.
• Verify telephone and fax traffic logs before forwarding them to accounting.
• Ensure swift transmission of invoices to cashiers and front desk staff.
• Maintain comprehensive understanding of resort services, accommodation types, rates, amenities, dining options, promotions, and related properties, including competitor analysis.
• Ensure all guest inquiries are properly directed and followed up effectively.
• Make courtesy calls to guests staying in-house to confirm satisfaction and resolve any issues.
• Efficiently route all incoming calls, minimizing caller wait times.
• Support other front office areas as needed, including assisting with CID data tasks during CID agent absence.
• Handle CID-related message exchanges between the resort and CID police, monitoring and resolving discrepancies.
• Conduct smooth shift handovers regarding daily operations.
• Record checked-in and checked-out rooms accurately in the CID police report system.
• Update guest information promptly and precisely in the CID online system.
• Demonstrate proactive and innovative approaches to meet guest needs and enhance their Anantara experience.
• Adhere strictly to company policies concerning front office operations such as refunds and cancellations, ensuring clear guest communication.
• Participate actively in scheduled training programs within the Front Office Department.
• Exhibit a positive and enthusiastic demeanor, committed to delivering superior customer service with attention to detail.
• Process all correspondence within designated timeframes and follow established procedures diligently.
• Report and document incidents accurately, keeping supervisors informed at all times.