Guest Service Centre Agent

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.

KEY DUTIES
AND RESPONSIBILITIES

Employees at Anantara the Palm always find
new ways to look after the business, their guests and associates. Within
this, the key responsibilities for this position are:

• Clearly
  understand the concept of guest services centre being the one point of contact
  for guests.
• Ensure adherence to proper and prompt handling of calls,
  prompt handling of all guest requests through FCS e-connect, message handling,
  compliance with request as per LAOP and usage of standard phraseology
• Is
  updated of VIP/RSVP etc. and repeat guest list.
• Perform duties of guest
  services when necessary.
• Maintain order in guest service centre area
  and provides communications facilities in case of emergency, during emergencies
  handles all communications until ordered to leave the premises by a superior
  except in case of imminent personnel danger.
• Is aware of all
  the characteristics of the resort, the names, positions and responsibilities
  of each division head and department head, the extension numbers and the use,
  location of equipment.
• Ensure that traffic sheet for telephone / fax
  are correct before sending to the accounting dept.
• Ensure immediate
  transmission of invoices to the cashiers / front desk.
• Has complete
  knowledge of the resort and services, including villa types, rates, relative
  features and facilities, food and beverage outlets and promotions, spa
  and health club, and other properties. (especially
  the competition)
• Ensures that all guest requests are channelled
  correctly and followed upon effectively.
• Conduct courtesy calls
  to in-house guests to ensure follow up on requests.
• Is able to route all
  incoming calls quickly and efficiently without keeping the caller
  waiting.
• Assist in all the other areas of Front office as and when
  necessary, especially all Guest Service Centre Agents are responsible to assist
  CID data related task during the absence of CID Agent.
• Handling all CID
  related messages, information as a link between the resort and CID police
  department, monitoring and correcting discrepancy between two
  parties.
• Follow procedure of shift handover between colleagues
  with regards to day-to-day operation.
• Ensure that all checked
  in rooms/check out rooms are also checked in/out CID police report
  system.
• Update promptly and correctly all guest data in CID online
  system
• Is proactive and innovative, suggesting alternatives that meet
  guest needs in enjoying their Anantara experience.
• Maintain knowledge
  and abiding by all Company Policies in relation to Front Office e.g. Refunds
  and Cancellations and ensuring they are correctly communicated to guests if
  required.
• Participate in training programs for the Front Office
  Department as scheduled.
• Possesses a positive upbeat personality with
  a desire to deliver outstanding customer service to our guests.
  
  Is detail oriented.
• Ensure that all correspondence are processed within
  the set times and handled correctly according to the procedures.
• Report
  and maintain accurate records with documents on incidents occurring at
  the resort and keeps superior briefed at all times.

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