Guest Service Agent

Anantara Hotels & Resorts

Oct 31

Applications are closed

Job
Full-time
Junior Level
Customer Relations
Facilities Management
Abu Dhabi
Remote

Requirements

High School diploma
Previous experience in same position for at least 1 year.
Luxury hotel experience is a must
Passion for excellent service
Excellent team player and great communication skills
The ideal candidate should have at least 2 years of experience in the same role in an international ultra-luxury resort.
Must be fluent in written and spoken English, and additional languages like Arabic, German, Spanish, French, Mandarin, will be a plus.
Relocate to remote area

Responsibilities

To anticipate guest needs, and handle guest inquiries in a helpful and attentive Anantara manner.
To have a complete knowledge of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets and promotions, spa and health club, and other Anantara properties.
To take personal responsibility for the service and attitude with which our guest service is being delivered, and ensure it meets the highest standard of Anantara at all times.
Take personal responsibility for ensuring all issues pertaining to guest satisfaction are met and that follow up is completed on a timely basis.
To be proactive and innovative, suggesting alternatives that meet guest needs in enjoying their Anantara experience.
To develop a close and harmonious working relationship with all hotel departments.
To attend hotel events, daily shift briefings and training to improve professional skills.
To perform check in and to hand out keys.
To carry out visits and to accompany guest to room.
To keep an accurate room status at all times.
To deal with payment and credit cards.
To perform room moves and upgrades.
To perform checkout for guests, to prepare bills and take payment.
To handle cash and foreign currency exchange.
To deal with special requests from guests, such as ordering taxis, booking theatre trips, or storing valuables and luggage.
To answer questions about facilities in the hotel and the surrounding area.
To deal with any guest complaints or problems.
To inform reporting line for all guest complaints and requests by email attach with Guest Incident Report.
To forward callers to the appropriate extension/department.
To assist the Manager, Front Office/Assistant Manager, Front Office with secretarial duties.
To take booking request after office hours.
To assist with customer service inquiries.
To ensure that the checklist is filled in each shift, checked, and approved by the superiors and send on a daily basis to the reporting line.
To ensure the filing of customer bills.
To perform audit on guest bills.
To collect guest preferences.
To upsell hotel facilities.
To program key cards.
To assist with or accept other responsibilities in the office as required or requested by the leader on duty.
To be responsible for their own cash floats.
To adhere to policies and procedures in regard to appearance, hygiene and sanitation enforced.
To attend Training given by reporting line.
To carry out any associated clerical duties as and when required.

FAQs

What is the role of a Guest Service Agent at Anantara?

The Guest Service Agent is responsible for overseeing and directing guest relation functions to ensure the highest possible guest satisfaction under the general direction of the Front Office.

What qualifications are required for this position?

A high school diploma, at least one year of previous experience in a similar role, luxury hotel experience, and excellent communication skills are required. Additionally, fluency in written and spoken English is essential, while knowledge of other languages is a plus.

Is luxury hotel experience mandatory for this role?

Yes, luxury hotel experience is a must for the Guest Service Agent position at Anantara.

How long should a candidate have experience in the same role?

The ideal candidate should have at least 2 years of experience in the same role within an international ultra-luxury resort.

What are the main responsibilities of a Guest Service Agent?

Responsibilities include handling guest inquiries, performing check-ins and check-outs, managing payments, dealing with guest complaints, ensuring room status accuracy, and assisting with various guest requests.

Is knowledge of the hotel's facilities and services required?

Yes, Guest Service Agents are required to have complete knowledge of the hotel product, including room types, facilities, and promotions.

Where is the job location?

The position is located at Qasr Al Sarab Desert Resort in a remote desert area.

What kind of training will be provided to the Guest Service Agent?

The Guest Service Agent will attend training sessions organized by their reporting line to improve professional skills.

Are there opportunities for upselling in this role?

Yes, part of the responsibilities includes upselling hotel facilities to guests.

Are there any language requirements for this position?

Fluency in written and spoken English is required, and knowledge of additional languages such as Arabic, German, Spanish, French, or Mandarin is advantageous.

What is the work environment like at Anantara?

The work environment is characterized by a commitment to luxury service, a collaborative team atmosphere, and an emphasis on authentic hospitality rooted in Thai culture.

Do Guest Service Agents handle cash and foreign currency transactions?

Yes, Guest Service Agents are responsible for dealing with cash payments and foreign currency exchange.

What type of personal qualities are sought in a Guest Service Agent?

A passion for excellent service, strong teamwork, and great communication skills are essential qualities for success in this role.

Anantara Hotels & Resorts

Travel & Leisure

Industry

10,001+

Employees

Mission & Purpose

Anantara is a luxury hotel and resort brand that offers unique experiences by blending indigenous culture, heritage, and natural beauty with modern amenities. With properties located across Asia, the Middle East, Africa, and Europe, Anantara focuses on providing exceptional hospitality and immersive experiences, such as culinary journeys and local excursions, to guests. Their approach emphasises sustainable tourism, aiming to create memorable stays while respecting and preserving the environment and local communities they operate within.