Guest Service Centre Agent
Role Overview
Guest Service Centre Agent at Anantara The Palm Dubai Resort.
The Guest Service Centre acts as a single point of contact for guests and supports Front Office operations.
Key Skills for This Role
Full Job Posting
Role overview
Guest Service Centre Agent at Anantara The Palm Dubai Resort.
The Guest Service Centre acts as a single point of contact for guests and supports Front Office operations.
Guest communications and service
- Handle calls promptly, route them efficiently and process messages using standard phraseology and procedures.
- Channel guest requests correctly, follow up effectively and make courtesy calls to in-house guests as needed.
- Stay updated on VIPs and repeat guests; maintain knowledge of resort facilities, room types, rates, outlets, promotions and services.
- Suggest alternatives that meet guest needs and explain relevant Front Office policies, including refunds and cancellations.
Operations, records and coordination
- Maintain the Guest Service Centre and provide communications support during emergencies, following a superior's instructions unless there is imminent personal danger.
- Check telephone and fax traffic sheets before sending them to Accounting and transmit invoices promptly to cashiers or the front desk.
- Support other Front Office areas as needed, including CID tasks when the CID Agent is absent.
- Coordinate CID information with the CID police department, monitor discrepancies and update guest records in the CID online system.
- Ensure room check-ins and check-outs are recorded in the CID police reporting system; complete shift handovers and process correspondence on time.
- Maintain accurate incident records and keep a superior briefed.
Candidate expectations
- Bring a positive, upbeat approach and a desire to deliver outstanding guest service.
- Be detail-oriented and handle communications and requests accurately and promptly.
- Maintain knowledge of resort services and follow applicable procedures and company policies.
Training
Participate in Front Office Department training programs as scheduled.
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