Guest Service Agent Reservations

Roles and responsibilities

1. Communication Skills

• Clear, friendly, and professional communication with guests, both in person and over the phone or via email.
• Ability to listen actively to guest concerns, requests, or inquiries and respond in a courteous manner.

2. Customer Service Excellence

• Providing exceptional service by addressing guest needs promptly and ensuring a memorable experience.
• Handling guest complaints or issues with empathy and professionalism, seeking to resolve them to the guest's satisfaction.

3. Problem-Solving Skills

• Ability to handle unexpected situations, such as booking errors, room changes, or special requests, and finding efficient solutions.
• Resolving guest issues calmly and effectively, ensuring minimal disruption to their stay.

4. Multitasking Ability

• Handling multiple tasks at once, such as checking in/out guests, answering phone calls, and responding to email requests.
• Managing busy periods effectively while maintaining a high level of service.

5. Attention to Detail

• Ensuring accuracy when processing guest reservations, payments, and requests.
• Checking guest details carefully and confirming all arrangements to avoid errors.

6. Organizational Skills

• Keeping track of guest information, reservations, special requests, and room availability.
• Organizing check-in/check-out processes, maintaining guest records, and ensuring smooth transitions.

7. Computer and Technology Skills

• Familiarity with property management systems (PMS), reservation software, and point-of-sale (POS) systems.
• Handling guest transactions and room assignments using technology.

8. Knowledge of Local Area

• Providing guests with information about local attractions, transportation options, dining recommendations, and other services.
• Being knowledgeable about the property and its amenities to guide guests effectively.

9. Teamwork

• Collaborating with other hotel departments (housekeeping, maintenance, concierge, etc.) to fulfill guest requests.
• Working with colleagues to ensure seamless service delivery during high-demand periods.

10. Professionalism and Presentation

• Maintaining a professional appearance and demeanor at all times.
• Being punctual, well-groomed, and adhering to the dress code of the establishment.

Desired candidate profile

• 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.
  

Qualifications

• A strong focus on customer service
• Prior experience in hotel front office operations is preferred
• Excellent communication skills; fluency in English is required
• Be able to work shifts, weekends and public holidays
• Computer skills in Ms Office; experience with current Property Management Systems (PMS) is preferred