lavori da Customer Service Specialist in località Emirati Arabi Uniti

Company Description

Anantara is a luxury hospitality brand for modern travelers, connecting guests to genuine places, people, and stories through personalized 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

As a Villa Host, your primary responsibility is to maximize and exceed guest satisfaction by providing highly personalized, efficient, and responsive service with attention to detail, anticipating guests’ needs. You will take ownership and leadership of all villas assigned, including supervising, directing, assisting, and ensuring cleanliness and maintenance of guest villas. The Villa Host plays a crucial role in delivering the highest professional standards of service to our guests.

Please note that this list is not exhaustive. Anantara employees continually find new ways to enhance the experience for guests, colleagues, and the business. The key responsibilities include:

GENERAL RESPONSIBILITIES

• Perform duties in accordance with the Standard Operating Procedures and Guidelines of the resort.
• Assist the Front Office Department with daily operations, including check-in, check-out, and upselling.
• Maintain high standards of personal appearance, grooming, hygiene, and uniform adherence.
• Conduct tasks professionally and behave courteously at all times.
• Be punctual and prompt in providing services to guests.
• Stay organized, with necessary accessories readily available.
• Be aware of guest arrivals, departures, and movements within the resort.
• Handle guest requests, complaints, and suggestions systematically, following up to ensure satisfaction.
• Be knowledgeable about fire and safety procedures.
• Manage guest comments and concerns, keeping superiors informed.
• Propose and implement initiatives to enhance guest experience.
• Report health or safety hazards to supervisors.
• Perform other duties as assigned by management.
• Initiate contact with guests before arrival to gather preferences.
• Ensure all tools and equipment are organized and available in villas and pantries.
• Attend briefings and follow up on daily arrivals, departures, and relevant information.
• Ensure guest courtesies, amenities, and supplies are in order and delivered timely.
• Coordinate arrivals and departures according to procedures.
• Prepare mise-en-place in villas and pantries for efficient service.
• Stock and check the private cellar and minibar before guest arrival, refilling and billing as needed.
• Be knowledgeable about the wines in the private cellar.
• Understand laundry valet procedures and execute them professionally.
• Maintain logbooks and review entries daily.
• Check guest profiles and history to personalize service.
• Set up villas according to guest preferences and follow up on special requests.
• Prepare amenities such as fruit platters, beverages, foot rituals, and welcome drinks.
• Meet guests upon arrival, including VIPs at the airport if requested.
• Introduce guests to the resort and villa facilities.
• Ensure registration is completed and handed over to reception.
• Attend to additional guest requests like laundry or unpacking promptly.
• Coordinate with other departments to fulfill guest needs.
• Regularly meet with guests and educate them about resort facilities.
• Offer island tours and resort activity introductions.
• Assist with dining reservations, in-room orders, and special requests.
• Help guests with purchases, currency exchange, and payments.
• Manage guest communication, including faxes and emails.
• Coordinate departure procedures, including villa checkout and luggage arrangements.
• Ensure the villa is thoroughly checked for belongings and last-minute needs.
• Monitor guest feedback and follow up accordingly.
• Participate in training to develop skills and multi-functionality.
• Follow safety rules and enforce house policies among staff.
• Uphold a professional image and foster a cooperative working environment.

Qualifications

• Excellent communication skills
• Fluency in English; additional languages are a plus
• Minimum 1-year experience as a Butler/Villa Host, preferably in a high-end hotel
• Friendly, outgoing, proactive, and resourceful
• Strong decision-making skills