Guest Service Agent

Anantara Hotels & Resorts; Dubai; On-site; AED 30,000 - 60,000; Full time

Job summary

Ein führendes Unternehmen in der Luxus-Hotellerie sucht engagierte Teammitglieder, die mit Leidenschaft und Hingabe den Gästen unvergessliche Erlebnisse bieten. In dieser Position sind Sie verantwortlich für die Betreuung der Gäste, das Antizipieren ihrer Bedürfnisse und die Gewährleistung eines hohen Servicestandards. Sie werden Teil eines dynamischen Teams, das kontinuierlich nach Möglichkeiten sucht, die Gästeerfahrung zu verbessern und die Zusammenarbeit im Team zu fördern. Wenn Sie eine Leidenschaft für den Kundenservice haben und in einem inspirierenden Umfeld arbeiten möchten, ist diese Gelegenheit genau das Richtige für Sie.

Qualifications

• Starker Fokus auf Kundenservice und Gästebetreuung.
• Erfahrung im Hotel-Front-Office-Bereich von Vorteil.

Responsibilities

• Antizipieren von Gästebedürfnissen und Bearbeitung von Anfragen.
• Sicherstellen hoher Servicestandards in der Gästebeziehung.

Skills

Kundenservice

Kommunikationsfähigkeiten

MS Office

Property Management Systems (PMS)

Russisch oder Deutsch

Job description

Company Description

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

Job Description

Please note that this is not an exhaustive list of all responsibilities. Anantara team members continually find new ways to enhance the business, guest experience, and team collaboration. The key responsibilities for this position include:

1. Anticipate guest needs and handle inquiries attentively.
2. Maintain comprehensive knowledge of resort products, including room types, rates, features, facilities, food and beverage outlets, promotions, spa, health club, and other properties.
3. Ensure high standards of service and attitude in guest interactions.
4. Follow up on guest satisfaction issues promptly.
5. Handle financial transactions according to resort policies.
6. Proactively suggest alternatives to meet guest needs and enhance their experience.
7. Keep the supervisor informed of all guest feedback, positive or negative.
8. Develop harmonious relationships with all departments.
9. Participate in resort events, daily shift briefings, and training sessions.
10. Build good relationships with third-party service providers.
11. Coordinate with Concierge and limousine drivers for guest transfers.
12. Ensure proper handover between shifts.
13. Answer telephones professionally and promptly.
14. Follow up on guest requests and communicate appropriately.
15. Take ownership of guest requests, ensuring immediate action.
16. Report mishaps, unusual cases, and feedback to the Front Office Manager.
17. Be familiar with all resort facilities and events.
18. Stay updated on arrivals, departures, and transport arrangements.
19. Recognize and acknowledge repeat and VIP guests.
20. Strive to make each guest interaction delightful.
21. Avoid saying “NO” and offer alternatives.
22. Exceed guest expectations whenever possible.
23. Deliver consistent service standards.
24. Lead by example, demonstrating self-motivation.
25. Adhere to duty rosters and punctuality.
26. Be adaptable to new procedures for the benefit of guests and colleagues.
27. Attend all required training sessions.
28. Participate actively in team activities.
29. Maintain professionalism, courtesy, and proper grooming at all times.
30. Project a positive image of the resort and company.
31. Comply with all safety, health, and security regulations, and participate in related training.

Qualifications

• Strong focus on customer service.
• Previous experience in hotel front office operations preferred.
• Excellent communication skills; fluency in English required.
• Ability to work shifts, including weekends and public holidays.
• Proficiency in MS Office; experience with Property Management Systems (PMS) is preferred.
• Knowledge of Russian or German languages is an advantage.