Guest Service Centre Agent
Role Overview
Guest Service Centre Agent position at Anantara The Palm Dubai Resort.
The guest services centre serves as a single point of contact for resort guests.
Key Skills for This Role
Full Job Posting
Role overview
Guest Service Centre Agent position at Anantara The Palm Dubai Resort.
The guest services centre serves as a single point of contact for resort guests.
Key duties
- Handle calls promptly, route incoming calls efficiently, and use standard phraseology.
- Process guest requests through FCS e-connect, handle messages, and ensure requests are followed up.
- Stay updated on VIP, RSVP, and repeat-guest lists; perform guest services duties when needed.
- Maintain order in the centre and provide emergency communications until directed otherwise, except in imminent personal danger.
- Maintain resort-service knowledge, including villa types, rates, facilities, food and beverage outlets, promotions, spa, health club, and other properties.
- Verify telephone and fax traffic sheets before sending them to accounting; transmit invoices promptly to cashiers or the front desk.
- Conduct courtesy calls to in-house guests to follow up on requests.
- Assist other Front Office areas, including CID-related tasks when the CID Agent is absent.
- Handle CID-related messages and act as a link between the resort and CID police department; monitor and correct discrepancies.
- Complete shift handovers; ensure room check-ins and check-outs are recorded in the CID police reporting system.
- Update guest data correctly in the CID online system and suggest alternatives that meet guest needs.
- Follow Front Office policies, participate in training, process correspondence on time, and maintain incident records while keeping a superior informed.
Role expectations
- Have a positive, upbeat personality and a desire to deliver outstanding guest service.
- Be detail-oriented.
- Maintain knowledge of resort services, facilities, rates, outlets, promotions, and relevant properties.
- Follow company policies and Front Office procedures, including those for refunds and cancellations.
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