Guest Service Agent

Roles and responsibilities

Please note that this is not an exhaustive list of everything that needs to be done. Anantara employees always find new ways to look after the business, their guests, and their colleagues. Within this, the key responsibilities for this position are:

Receives guests calls in a professional and friendly manner, ensuring guest expectations are always exceeded.
Maintains effective communication with all related departments to ensure smooth service delivery.
Handles every query in a polite and courteous manner.
Ensures total guest satisfaction by ensuring message taking is correctly.
Ensures any faults or modifications are reported to the Manager.
Ensures guests are greeted to the correct standard upon calling.
Maintains an up to date knowledge of the hotel and local services.
Ensure that a high level of customer service is consistently maintained.
Handles any outgoing calls on guest’s behalf.
Maintains the guest wake up call sheet and delivers calls accordingly on time and to the established standard.
1. Guest Interaction and Communication:
Greet guests warmly upon arrival or contact, ensuring a friendly and professional atmosphere.
Handle guest inquiries and provide information regarding hotel services, amenities, local attractions, transportation, etc.
Respond to guest requests, ensuring their needs are met efficiently, whether in person, via phone, or through digital channels (email, chat, etc.).
Manage guest concerns or complaints, escalating issues when necessary to management, while maintaining a calm and helpful demeanor.
2. Reservations and Check-In/Check-Out:
Assist with the reservation process, including checking guests in and out of the hotel.
Ensure all guest details are accurately entered into the hotel’s reservation system.
Verify guest identification, payment methods, and ensure correct billing procedures are followed.
Communicate special requests or preferences to the appropriate departments (e.g., housekeeping, maintenance).
3. Providing Information and Assistance:
Provide guests with information about the hotel, services, and amenities, ensuring they have all the necessary details to enhance their stay.
Assist guests with arranging transportation, tours, or bookings for external services, such as dining reservations or recreational activities.
Ensure guests are aware of hotel policies (e.g., check-out times, smoking policies, pet policies) and ensure adherence to them.

Desired candidate profile

College diploma in hotel management or related field.
Previous experience as an Guest Service Centre Supervisor in Front Office.
Excellent oral communication skills.
Experience with Front Office systems.
Fluent in English, both written and spoken.
Skills and Knowledge:
Customer Service Skills: Excellent communication and interpersonal skills, with the ability to handle various guest needs and inquiries professionally.
Problem-Solving Abilities: Ability to effectively manage guest complaints, address concerns, and find satisfactory solutions.
Organizational Skills: Ability to manage multiple guest inquiries and requests simultaneously while maintaining attention to detail.
Computer Proficiency: Experience with hotel reservation systems, Microsoft Office Suite, and other relevant software.
Time Management: Ability to prioritize tasks, ensuring that guest needs are addressed promptly.