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Minor International

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Guest Service Agent

À propos du poste

Company Description

A luxury hospitality brand for modern travellers, Anantara connects guests to genuine places, people and stories through personal experiences and providing heartfelt hospitality in the world’s most exciting destinations. From pristine islands and tropical beaches to cosmopolitan cities, tranquil deserts and lush jungles, Anantara welcomes guests for journeys rich in discovery.

Job Description

·         To be an ambassador of the Front Office and the hotel, in and outside the work place

·         To provide a personal service to all the guests, fully aware and following the hotel standards and procedures by developing high quality relationships with guests, from the moment they arrive and throughout their stay, in order to foster loyalty. Takes into account and anticipates guests' needs

·         To ensure that all guests receive a warm welcome and that they enjoy their stay / visit being offered the finest personal service.

·         Must multi – task, be detail oriented, and be able to problem solve in order to effectively deal with internal and external customers.

·         To personally greet and escort the guests rather than pointing out directions

·         To ensure that the privacy of the guests and the confidentiality of the information is respected

·         To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments / areas if required, to meet business demands and guest service need, or as directed by Supervisors or Management

·         To ensure uncompromising levels of cleanliness and maintenance of the work place through own responsibility

·         To properly use the supplies, equipment and to ask for requisitions accordingly

·         To manage any guest complaint in a professional manner, by owning it, resolving it to the guest’s satisfaction and recording it

·         To call the supervisor or manager for advice in serious cases or if an approval is required

·         To ensure a proper use of the telephone etiquette as per Anantara standards

·         To attend all guests approaching the Front Desk in the procedure of check in / check out, inquiries, key handling and all related matters, respecting the hotel standards and procedures

·         To share daily activity highlights with the supervisor and manager including internal and external guest opportunities

·         To be aware of all VIPs visiting or staying in the hotel and to maintain an accurate Guest History

·         To ensure that all assigned and blocked rooms requiring special set-ups are accurately displayed in the PMS and available to the Housekeeping and other departments in due time

·         To properly follow all CID and local government requirements concerning hotel guests and files

·         To daily handle the guest files and folios, ensuring that all the immigration, financial and audit procedures are fully respected

·         To do a proper cashier closure and to ensure a complete handover between the shifts

·         To respect all the financial and audit procedures

·         To check the departure lists and to ensure check out times are respected

·         To monitor room status and discrepancies

·         To properly use all the equipment and Opera Management system, to have a perfect knowledge of the set ups

·         To strictly respect the room keys and section keys handover procedures

·         To daily follow the checklists

·         To respect schedules, terms and deadlines as agreed with the Management

·         To daily read the F/O logbook, to update it and to sign it

·         To be aware of all hotel facilities operating timing and to promote the internal activities and events

·         To up sell Rooms, Food and Beverage outlets, Spa, and the wellness center

·         To be updated with the latest administrative, organizational, operational or other changes and news

·         To liaise closely with the Sales and Reservations

·         To attend a daily briefing with the Front Office team to recapitulate tasks and activity

·         To actively promote the Membership grogram

·         To maintain an atmosphere of high morale and a happy working relationship among the team

·         To report for duty punctually wearing the correct uniform and name tag. To maintain a high standard of personal appearance and hygiene and adhere to the hotel department appearance standards.

·         To read and understand the hotel’s Employee Handbook and adhere to the hotel’s rules and regulations and in particular, the policies and procedures relating to Fire, Hygiene, Health and Safety and comply with local legislation as required

·         To respond to any changes in the department as dictated by the needs of the hotel

·         To provide friendly, courteous and professional service at all times

·         To maintain good working relationships with all colleagues by maintaining a strong working environment with the other departments.

·         To attend trainings and meetings as and when require

·         Keeps track of the standard of services delivered, based on guest comments, MOD reports, and quality audits

·         Supply guests with information regarding property amenities, services, room features, and local areas of interest and activities.

·         Respond to guest requests for special arrangements or services (e.g., spa and wellness services, transportation, babysitting, business centre services, reservations, dry cleaning, entertainment/sports events) by making arrangements or identifying appropriate providers.

·         Contact appropriate individual or department as necessary to resolve guest requests.

·         Be aware of the uniqueness and cultural attraction of Doha, Qatar.

·         Monitors the success of the activities programs through the number of participants per scheduled event and through guests’ feedback.

·         Makes necessary recommendations to maintain top quality, fun filled and original programs for resort guests.

·         Takes regular rounds of guest areas with emphasis on guest interaction at the same time promoting resort facilities.

·         Serve as the point of contact for guests wanting to make reservations for activities and excursions.

·         Liaises with related departments for reservations of activities and follows through.

·         Ensure to be fully aware of standard operating procedures for Front Office

·         Ensures that guest history records are updated at all times in coordination with Guest Services Centre.

·         Creates new, unique and interesting recreation activities that draw upon the best regional, cultural or other offerings of Anantara Doha and the region.

·         Continually assists in positioning the leisure offering as a differentiator and a point of competitive advantage for the resort.

·         Assist the guests in Arrival Center. Ensure comfort while waiting for transfer to the island.

·         Keeps himself/herself updated on the arrivals, departure and transport arrangements for the day.

·         Ensures sufficient presence at the arrival center for each guest arrival and departure.

·         Meets and greets arrival and departure guests at the arrival center and provides necessary assistance.

·         Checks and ensures that speedboats have been booked for all arrival guests.

·         Is aware of special arrangements or pre-bookings for arrival guests if any.

Qualifications

With 2-5 years of experience in the same field in hotel industry
With excellent English communication skills (oral and written)
With pleasing personality and a well focused individual
Able to handle pressure at work and capability to multi-task

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