Call Center Agent

Roles and responsibilities

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:

• To anticipate guest needs, and handle guest inquiries in a helpful and attentive Anantara manner.
• To have a complete knowledge of the hotel product, PBX System, including room types, rates, relative features and facilities, food and beverage outlets and promotions, spa and health club, and other Anantara properties.
• To take personal responsibility for the service and attitude with which our guest service is being delivered, and ensure it meets the highest standard of Anantara 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.
• To be proactive and innovative, suggesting alternatives that meet guest needs in enjoying their Anantara experience.
• To develop a close and harmonious working relationship with all hotel departments,
• To attend hotel events, daily shift briefings and training to improve professional skills.
  

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

Desired candidate profile

1. Excellent Communication Skills

• Clear and friendly verbal and written communication, as Guest Service Center Agents frequently interact with guests via phone, email, or in person.
• Active listening skills to understand guest requests or concerns and provide appropriate solutions.
• Ability to handle multilingual communication if needed in an international or multicultural environment.

2. Customer-Centric Attitude

• A strong focus on delivering high-quality customer service, making guests feel welcomed and valued.
• Patience and empathy when addressing guest concerns or complaints, aiming to resolve issues to their satisfaction.

3. Problem-Solving Abilities

• Ability to think quickly and calmly in high-pressure situations.
• Resolving guest complaints, requests, or issues, such as room changes, maintenance concerns, or billing errors, while keeping the guest’s satisfaction a top priority.

4. Organizational and Time Management Skills

• Efficiently handling multiple tasks, including guest inquiries, reservations, special requests, and administrative duties.
• Maintaining an organized work environment to handle high volumes of requests or check-ins/check-outs smoothly.

5. Knowledge of Property Services and Local Area

• In-depth knowledge of the hotel's services, amenities, and facilities, such as dining options, room types, recreational activities, and transportation services.
• Providing guests with information about local attractions, dining recommendations, and transportation options to enhance their experience.

6. Technology Proficiency

• Familiarity with property management systems (PMS), booking software, and communication tools used for managing guest requests and reservations.
• Ability to handle check-in/check-out processes, process payments, and manage guest records accurately.

7. Attention to Detail

• Ensuring all guest information is recorded accurately and all guest needs are met without errors.
• Ensuring that special requests (e.g., room preferences, allergies, or anniversary celebrations) are communicated to relevant departments.

8. Teamwork and Collaboration

• Ability to work in coordination with other hotel departments, such as housekeeping, concierge, maintenance, and food & beverage, to fulfill guest requests.
• Supporting colleagues in managing guest inquiries or resolving issues collaboratively when needed.

Key Responsibilities

1. Guest Check-in and Check-out

• Welcoming guests upon arrival, confirming reservations, and processing check-ins/check-outs efficiently and professionally.
• Ensuring all necessary information, such as identification, payment, and special requests, is recorded during check-in.
• Conducting check-out procedures, including reviewing the guest's bill, processing payments, and thanking guests for their stay.

2. Handling Guest Inquiries and Requests

• Responding to guest inquiries in a timely manner, whether about hotel amenities, local attractions, services, or general information.
• Managing guest requests such as room service, wake-up calls, transportation, or special arrangements (e.g., flowers, gifts, or birthday cakes).
• Ensuring that guest concerns or complaints are resolved quickly and efficiently, escalating more complex issues to a supervisor or manager when necessary.

3. Reservations Management

• Assisting guests with reservations for rooms, dining, or special events within the property.
• Managing incoming reservation requests, ensuring that guest preferences are met and that the availability of rooms or services is properly communicated.