Guest Service Centre Agent - Anantara The Palm Dubai Resort

About Anantara The Palm Dubai Resort

Anantara Hotels & Resorts is a prestigious global luxury hotel and resort chain grounded in Thai culture. Embracing the Sanskrit meaning 'without end', our essence reflects freedom, flow, and harmony. Since our establishment in 2001 in Thailand, we have expanded to world-renowned destinations, including idyllic islands, picturesque beaches, historic sites, and bustling cities. At Anantara, we prioritize heartfelt hospitality and warmly invite those passionate about generosity and exceptional guest experiences to join our limitless career journey.

Key Responsibilities

• Act as the primary contact for guests through the guest services centre, ensuring a thorough understanding of the role.
• Manage phone calls and guest requests promptly and correctly using FCS e-connect, following standard protocols and phraseology.
• Stay informed about VIPs, RSVP lists, repeat guests, and other special classifications.
• Perform guest services duties as needed, maintaining the guest service centre's orderliness.
• Provide communication support during emergencies and manage all emergency communications until directed otherwise.
• Be knowledgeable about the resort’s features, department heads, extensions, equipment locations, and operations.
• Verify accuracy of telephone/fax traffic sheets before forwarding them to accounting.
• Ensure invoices are sent immediately to cashiers or front desk personnel.
• Maintain comprehensive knowledge of the resort’s accommodations, rates, amenities, food and beverage venues, promotions, spa, health club, and competing properties.
• Accurately channel and follow up on all guest requests.
• Conduct courtesy calls to in-house guests ensuring their requests are fulfilled.
• Efficiently route incoming calls to prevent wait times.
• Support other front office functions, especially managing CID-related data tasks when the CID agent is unavailable.
• Handle CID-related messages and serve as a liaison between the resort and CID police, resolving discrepancies.
• Follow shift handover procedures diligently to maintain continuity in operations.
• Ensure all check-in/out rooms are updated in the CID police report system timely and accurately.
• Promptly update guest data in the CID online platform.
• Show initiative and creativity to enhance guest experiences through alternative solutions.
• Adhere strictly to Front Office company policies such as refunds and cancellations, and communicate them effectively to guests.
• Participate in scheduled training programs to stay updated with Front Office operations.
• Demonstrate a positive, enthusiastic attitude focused on superior guest service and attention to detail.
• Process all correspondence within designated times and according to procedures.
• Document and report incidents occurring at the resort accurately, keeping supervisors informed at all times.