GUEST SERVICE CENTER AGENT

Anantara The Marker Dublin Hotel; United Arab Emirates; On-site; AED 60,000 - 120,000; Full time

Job summary

A luxury hospitality brand is seeking a Guest Service Center Agent to enhance guest experiences at their resort. The role involves managing guest inquiries, maintaining service standards, and ensuring effective communication within the hotel. Ideal candidates should possess strong customer service skills and be adaptable to a fast-paced environment.

Qualifications

• 1 year of customer service or call center experience preferred.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced environment.

Responsibilities

• Main point of contact for guests in the service center.
• Maintain order and handle emergency communications.
• Channel and follow up on all guest requests effectively.

Skills

Communication

Problem Solving

Organizational Skills

Customer Service

Education

High school diploma or equivalent

Tools

CRM Systems

Job description

Guest Service Center Agent

Full-time

Company Location: Anantara The Palm Dubai Resort

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

KEY DUTIES AND RESPONSIBILITIES

Responsibilities

Please note that this is not an exhaustive list of everything that needs to be done. Employees at Anantara always find new ways to look after the business, their guests, and colleagues. The key responsibilities for this position include:

• Understand that the guest services centre is the main point of contact for guests.
• Adhere to duty roster and be punctual.
• Maintain and clean work areas and PABX.
• Stay updated on VIP/RSVP, repeat guest lists.
• Perform guest services duties as needed.
• Maintain order in the guest service centre and handle emergency communications until instructed otherwise by a superior, unless there is imminent danger.
• Be familiar with resort characteristics, department heads, extension numbers, and equipment locations.
• Ensure traffic sheets for telephone/fax are accurate before submitting to accounting.
• Transmit invoices promptly to cashiers/front desk.
• Have comprehensive knowledge of the resort, including villa types, rates, facilities, outlets, promotions, spa, health club, and competitors.
• Channel and follow up on all guest requests effectively.
• Conduct courtesy calls to in-house guests for follow-up.
• Route incoming calls efficiently without delay.
• Complete all shift duties as per the shift checklist.
• Assist in other Front Office areas when necessary, including CID data tasks during CID Agent absence.
• Handle CID messages and information, liaise with CID police, and resolve discrepancies.
• Follow shift handover procedures.
• Ensure checked-in and checked-out rooms are updated in the CID system.
• Update guest data in the CID online system accurately and promptly.
• Be proactive and suggest alternatives to enhance guest experience.
• Follow all company policies related to Front Office operations, including refunds and cancellations, and communicate these policies to guests.
• Maintain harmonious working relationships with all hotel departments.
• Participate in scheduled training programs.
• Demonstrate a positive attitude and attention to detail in delivering excellent customer service.
• Process all correspondence within set timeframes and according to procedures.
• Record incidents accurately and keep superiors informed.

Qualifications

• High school diploma or equivalent required.
• At least 1 year of customer service or call center experience preferred.
• Excellent verbal and written communication skills.
• Strong problem-solving and organizational skills.
• Ability to work in a fast-paced environment.
• Basic computer skills and familiarity with CRM systems.
• Professional phone etiquette and active listening skills.
• Flexibility to work hours including weekends if necessary.