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.

Please note that this is not an exhaustive list of everything that needs to be done.  Anantara employees always find new ways to look after the business, their guests, and their colleagues.  Within this, the key responsibilities for this position are:

• Clearly understand the concept of guest services center being the one point of contact for guests.
• Direct, supervise and coordinate the activities of Guest Service Center.
• Implement and monitor compliance of :

-          Proper and prompt handling of calls

-          Effective follow up on guest requests through FCS e-connect

-          Mail and message handling

-          Compliance with request as per LAOP

-          Compliance with standard phraseology

• Prepare work schedules, training plan and requisition.
• Ensure that adequate personnel are available to service calls at all times, that all calls are handled properly and promptly.
• See to it that work areas, PABX are properly maintained and cleaned.
• Perform duties of guest services when necessary.
• Maintain order in guest service center area and provide communications facilities in case of emergency, during emergencies handle all communications until ordered to leave the premises by a superior except in case of imminent personnel danger.
• Ensure that all employees are aware of all the characteristics of the hotel, the names, positions and responsibilities of each division head and department head, the extension numbers and the use, location of equipment.
• See that traffic sheet for telephone / fax are correct before sending to the accounting dept.
• Supervise the immediate transmission of invoices to the cashiers / front desk.
• Has complete knowledge of the resort and services, including villa types, rates, relative features and facilities, food and beverage outlets and promotions, spa and health club, and other properties. (especially the competition)
• Ensure that all guest requests are channelled correctly and followed upon effectively.
• Conduct courtesy calls for all in-house guests to ensure completion of requests.
• Is able to route all incoming calls quickly and efficiently without keeping the caller waiting.
• Ensure that the department is impeccable in terms of personal appearance and attitude.
• Complete all other shift duties as outlined on shift checklist.
• Assist in all the other areas of Front office as and when necessary.
• Is proactive and innovative, suggesting alternatives that meet guest needs in enjoying their Anantara experience.
• Maintain knowledge and abiding by all Company Policies in relation to Front Office e.g. Refunds and Cancellations and ensuring they are correctly communicated to guests if required.
• Develop and maintain a close and harmonious working relationship with all hotel departments.
• Participate in the monthly Front Office & Reservations Meeting with the Reservations and Front Office Managers & associates to ensure effective communication between the two departments.
• Participate in training programs for the Front Office Department together with the Training Department & Front Office Manager, to meet hotel standards.
• Possess a positive upbeat personality with a desire to deliver outstanding customer service to our guests. Supervisors must multi – task, be detail oriented, and be able to problem solve in order to effectively deal with internal and external customers.
• Ensure that all correspondence are processed within the set times and handled correctly according to the procedures.
• Report and maintain accurate records with documents on incidents occurring at the resort.

• College diploma in hotel management or related field
• Previous experience in Front Office or Guest Services
• Good Communication skills
• Experience with Front Office Systems
• Good English skills, both written and spoken