Guest Service Agent - Russian Speaker

• Anticipate guest needs, and handle guest inquiries in a helpful and attentive manner.
• Has a complete knowledge of the resort product, including room types, rates, relative features and facilities, food and beverage outlets and promotions, spa and health club, and other Anantara properties.
• Take personal responsibility for the service and attitude with which our guest service is being delivered, and ensure it meets the highest standard at all times.
• Take personal responsibility for ensuring all issues pertaining to guest satisfaction are met and that follow up is completed on a timely basis.
• Ensure that handling of all financial transactions is as per the resort policies.
• Proactive and innovative, suggesting alternatives that meet guest needs in enjoying their Anantara experience.
• Keep the supervisor informed of all guest feedback whether positive or negative.
• To develop a close and harmonious working relationship with all departments.
• Attend resort events, daily shift briefings and training to improve professional skills.
• Foster a good relationship with third party companies.
• Work closely with Concierge and limousine drivers to ensure smooth transfer arrangements for guests.
• Detailed and ensure proper handover from incoming and outgoing shifts.
• Answer telephones promptly and accurately and follow telephone etiquettes.
• Ensure timely follow up of all guest requests and reverts to guests or resort as appropriate.
• Take ownership of guest’s requests and needs and ensures immediate action as appropriate.
• Keep Front Office Manager informed of all mishaps, unusual cases and guest feedbacks.
• Well acquainted with all resort facilities, including the guest room facilities and know all events in the resort.
• Keep himself/herself updated on the arrivals, departure and transport arrangements for the day.
• Ensure guest recognition.
• Is able to identify and acknowledge repeat guests and VIPs.
• Ensure that each guest interaction is a delightful experience for the guests.
• Never say “NO”. Offer alternatives as applicable.
• Always find a way to exceed guest’s need and expectations.
• Ensure consistent delivery of resort’s service standards.
• Is self-motivated and leads his colleagues by example.
• Respect the departmental duty roster and report to work on time.
• Is open and willing to adapt to new procedures for the benefit of guests and colleagues as and when introduces.
• Attend all scheduled training courses organized by the department and resort as and when asked to.
• Is a team player and actively participates in all team member activities.
• Present himself/herself at all times with professional courtesy and etiquette towards both guests and team members.
• Is well groomed and in proper uniform at all times.
• Maintain a professional demeanor at all times.
• Always project a positive image of the resort and company.
• Ensure strict compliance to all resort and local laws regarding CID, fire, health, safety and security procedures and actively participate in any training sessions conducted on the aforementioned.
  

Qualifications

• A strong focus on customer service
• Prior experience in hotel front office operations is preferred
• Excellent communication skills; fluency in English is required
• Be able to work shifts, weekends and public holidays
• Computer skills in Ms Office; experience with current Property Management Systems (PMS) is preferred.
• Fluent in English and Russian Language.