Luxury Guest Experience Specialist

Anantara; 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

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