Guest Service Center Agent

Anantara Group; Desaru; On-site; MYR 30,000 - 42,000; Full time

Job summary

Anantara Desaru Coast Resort & Villas is seeking a Guest Service Center Agent to be the friendly, efficient front-line ambassador for our luxury resort in Desaru, Malaysia. You will handle guest inquiries, requests, and communications, ensuring each interaction reflects the brand's warmth and attention to detail.

Key duties include managing guest calls, recording requests, coordinating with Front Office and other departments, and delivering timely, personalized service to create memorable stays

Responsibilities

• Answer incoming guest calls promptly and professionally, using appropriate telephone etiquette and brand standards.
• Handle guest enquiries regarding resort facilities, restaurants, activities, operating hours, transportation, and other services.
• Receive and accurately record guest requests, complaints, and special requirements.
• Coordinate guest requests with relevant departments, including Front Office, Housekeeping, Engineering, Food & Beverage, Security, Recreation, and other operational teams.
• Follow up on guest requests to ensure they are completed promptly and to the guest's satisfaction.
• Manage wake-up calls, messages, internal calls, and other telephone-related guest services.
• Maintain accurate records of guest requests, incidents, feedback, and follow-up actions in the hotel's designated systems.
• Handle guest concerns calmly and professionally, escalating matters to the appropriate supervisor or manager when necessary.
• Communicate important guest information and operational updates clearly to relevant departments.
• Be knowledgeable about resort facilities, services, promotions, activities, and local attractions to provide accurate information.
• Anticipate guest needs and look for opportunities to personalize the guest experience.
• Maintain guest confidentiality and handle personal information with discretion.
• Support emergency communications and follow established hotel procedures when required.
• Work closely with Front Office and other operational departments to ensure seamless service delivery.
• Perform other duties reasonably assigned by the supervisor or management.

Job description

Guest Service Center AgentThis website stores cookies on your computer. These cookies are used to collect information about how you interact with our website. We use this information in order to improve and customize your browsing experience and for analytics about our visitors both on this website. To find out more, see our Privacy Statement and ANZ Privacy Policy.### Guest Service Center AgentApply: Desaru, Malaysia: Full time: Posted Today: JR115885**Job Location:**Anantara Desaru Coast Resort & VillasAnantara Hotels & Resorts is a global luxury hotel and resort brand rooted in Thai culture, with an intrinsic sense of authentic hospitality. Inspired by the Sanskrit word meaning ‘without end’, our spirit embodies freedom, movement, and harmony. We believe every journey should leave a lasting impression — for our guests and for our people. Founded in 2001 in Thailand, we have since expanded across the world, welcoming guests in some of the world’s most captivating locales — from pristine beaches and private islands to ancient sites and vibrant metropolises. If you are driven by a passion for generosity, warmth and heartfelt hospitality, Anantara offers a career without limits. The Guest Service Center Agent serves as a central point of communication for our guests, delivering prompt, professional, and personalized assistance throughout their stay. The role handles guest enquiries, requests, internal communications, and service coordination, ensuring every interaction reflects the warmth, efficiency, and attention to detail expected in luxury hospitality. ### Key Responsibilities* Answer incoming guest calls promptly and professionally, using appropriate telephone etiquette and brand standards.* Handle guest enquiries regarding resort facilities, restaurants, activities, operating hours, transportation, and other services.* Receive and accurately record guest requests, complaints, and special requirements.* Coordinate guest requests with relevant departments, including Front Office, Housekeeping, Engineering, Food & Beverage, Security, Recreation, and other operational teams.* Follow up on guest requests to ensure they are completed promptly and to the guest's satisfaction.* Manage wake-up calls, messages, internal calls, and other telephone-related guest services.* Maintain accurate records of guest requests, incidents, feedback, and follow-up actions in the hotel's designated systems.* Handle guest concerns calmly and professionally, escalating matters to the appropriate supervisor or manager when necessary.* Communicate important guest information and operational updates clearly to relevant departments.* Be knowledgeable about resort facilities, services, promotions, activities, and local attractions to provide accurate information.* Anticipate guest needs and look for opportunities to personalize the guest experience.* Maintain guest confidentiality and handle personal information with discretion.* Support emergency communications and follow established hotel procedures when required.* Work closely with Front Office and other operational departments to ensure seamless service delivery.* Perform other duties reasonably assigned by the supervisor or management.