Guest Service Centre Agent

About the role

Anantara The Palm Dubai Resort is hiring a Guest Service Centre Agent. The Guest Service Centre acts as the single point of contact for guests, and the agent handles calls, guest requests and messages while supporting the front office.

Key responsibilities

• Handle calls promptly and process guest requests through the FCS e-connect system, using standard phraseology and complying with the LAOP
• Keep up to date with VIPs, RSVPs and repeat guests, and route all incoming calls quickly and efficiently
• Perform guest service duties when needed, and conduct courtesy calls to in-house guests to follow up on requests
• Maintain order in the guest service centre area and handle all emergency communications until a superior orders otherwise
• Know the resort, its villas, rates, food and beverage outlets, spa and health club, and the departments and their heads
• Ensure traffic sheets for telephone and fax are correct before sending them to accounting, and send invoices immediately to cashiers and the front desk
• Assist CID-related tasks when the CID agent is absent, handling messages and reports and keeping the CID police report system up to date
• Follow shift handover procedures, keep accurate incident records and update guest data in the CID online system
• Apply company policies such as refunds and cancellations, and take part in scheduled front office training

Required profile

• Proactive, innovative and detail-oriented, with a positive, upbeat attitude and a strong desire to deliver excellent customer service
• Complete knowledge of the resort and its services