Guest Service Agent Russian Speaker

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:

• Anticipate guest needs and handle inquiries in a helpful and attentive Anantara manner.
• Have complete knowledge of the hotel product including room types, rates, features, facilities, food and beverage outlets, promotions, spa, health club, and other Anantara properties.
• Take personal responsibility for the service and attitude with which guest service is delivered, ensuring it meets the highest standard of Anantara at all times.
• Ensure all issues pertaining to guest satisfaction are met and that follow-up is completed on a timely basis.
• Be proactive and innovative, suggesting alternatives that meet guest needs in enjoying their Anantara experience.
• Develop a close and harmonious working relationship with all hotel departments.
• Attend hotel events, daily shift briefings, and training to improve professional skills.
• Perform check-in and hand out keys.
• Carry out visits and accompany guests to rooms.
• Keep an accurate room status at all times.
• Deal with payment and credit cards.
• Perform room moves and upgrades.
• Perform checkout for guests, prepare bills, and take payment.
• Handle cash and foreign currency exchange.
• Deal with special requests from guests such as ordering taxis, booking theatre trips, or storing valuables and luggage.
• Answer questions about facilities in the hotel and the surrounding area.
• Address any guest complaints or problems.
• Inform reporting line of all guest complaints and requests via email, attaching the Guest Incident Report.
• Forward callers to the appropriate extension/department.
• Assist the Manager Front Office/Assistant Manager Front Office with secretarial duties.
• Take booking requests after office hours.
• Assist with customer service inquiries.
• Ensure that the checklist is filled in each shift, checked and approved by superiors, and sent daily to the reporting line.
• Ensure the filing of customer bills.
• Perform audits on guest bills.
• Collect guest preferences.
• Upsell hotel facilities.
• Program key cards.
• Assist with or accept other responsibilities in the office as required or requested by the leader on duty.
• Be responsible for their own cash floats.
• Adhere to policies and procedures regarding appearance, hygiene, and sanitation.
• Attend training given by the reporting line.
• Carry out any associated clerical duties as required.

Qualifications:

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

Additional Information:

Relocation to a remote area is required.

Remote Work:

No

Employment Type:

Full-time