Overview
Anantara. The word in Sanskrit means “without end” and evokes the freedom, movement and harmony that are the spirit of the Anantara experience and culture. Since the Anantara experience was born in 2001 in Thailand, operating within one of Asia Pacific’s largest lifestyle companies Minor International, we have successfully expanded to Anantara Hotels & Resorts across Vietnam, China, Indonesia, the Maldives, the Middle East and Africa. As a result of our evolution, we attract passionate people looking to discover a meaningful, rewarding career and capitalise on our continued growth. Our promise to our guests is that Anantara will bring story collecting travellers closer to local cultures and experiences with luxurious and heartfelt hospitality in exotic destinations. Our promise to our team members is that we will provide a professional and grounded environment, offering growth, development and inspiring future opportunities. A passion for genuine, heartfelt hospitality is a prerequisite for working with Anantara, as is professionalism and a drive to succeed. Demonstrating just as much character as the hotels and resorts they work in, our team members are the heart and soul of Anantara – providing expertise and grounded hospitality that has made us renowned throughout the world.
Guest Service Centre Agent
About the job
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.
Banana Island Resort Doha by Anantara is a crescent of golden beach and over water villas just off the coast of downtown Doha. Accessible by private catamaran, escape for family adventures, ocean thrills or serene spa bliss.
Enjoy an alcohol-free atmosphere with the little ones as you surf, dive, golf, bowl or cinema. Race across lagoon waters with a host of motorised water sports. Unwind in the Middle East’s only wellness centre in a resort setting, spread across lush botanical gardens.
Job Description
KEY DUTIES 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:
- Receives guests calls in a professional and friendly manner, ensuring guest expectations are always exceeded.
- Maintains effective communication with all related departments to ensure smooth service delivery.
- Handles every query in a polite and courteous manner.
- Ensures total guest satisfaction by ensuring message taking is correctly.
- Ensures any faults or modifications are reported to the Manager.
- Ensures guests are greeted to the correct standard upon calling.
- Maintains an up to date knowledge of the hotel and local services.
- Ensure that a high level of customer service is consistently maintained.
- Handles any outgoing calls on guest’s behalf.
- Maintains the guest wake up call sheet and delivers calls accordingly on time and to the established standard.
Key Skills:
Customer Service & Guest Relations:
- Guest Communication: Ability to receive and manage guest calls in a professional, friendly, and courteous manner, ensuring a high standard of service that exceeds guest expectations.
- Guest Satisfaction: Focused on ensuring total guest satisfaction by promptly addressing any queries or requests and ensuring message taking is handled correctly.
- Problem Solving: Strong ability to address and resolve guest concerns or complaints in a calm and efficient manner, ensuring a positive guest experience.
- Personalized Service: Providing personalized services, anticipating guests’ needs, and making recommendations for local services or hotel offerings.
Team Coordination & Cross-Department Communication:
- Interdepartmental Collaboration: Maintaining effective communication with other hotel departments (housekeeping, maintenance, food and beverage, etc.) to ensure seamless service delivery and smooth operations.
- Leadership & Supervisory Skills: Supervising and guiding the team to ensure tasks are completed efficiently and according to established service standards.
- Training & Development: Training staff members on guest service expectations and the hotel’s communication protocols, fostering a team-oriented environment.
Front Office & Hotel Management Systems:
- Front Office Systems: Experience with hotel management systems (PMS), including check-in/check-out, reservations, and guest profile management (e.g., Opera, Protel, or similar systems).
- Reservation & Check-in Processes: Knowledge of front office operations, including handling reservations, booking requests, check-in/check-out procedures, and guest information management.
- Call Management: Ensuring wake-up calls, guest messages, and other requests are handled promptly and correctly, in line with hotel standards.
Qualifications
- College diploma in hotel management or related field.
- Previous experience as an Guest Service Centre Supervisor in Front Office.
- Excellent oral communication skills.
- Experience with Front Office systems.
- Fluent in English, both written and spoken.
Reservations Agent (Arabic Speaker)
About the job
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.
Banana Island Resort Doha by Anantara is a crescent of golden beach and over water villas just off the coast of downtown Doha. Accessible by private catamaran, escape for family adventures, ocean thrills or serene spa bliss.
Job Description
As Reservations Agent you will directly support the Reservations Supervisor in driving the performance of the reservations team on property, confirming room bookings, day-use bookings, adventure park bookings. You will ensure that all SOP’s are being adhered to. You will further assist in maintaining and improving reservations operations to ensure a high degree of accuracy in guest reservations, maximising revenue opportunities and satisfaction of guests and team members. You will ensure monitoring of daily arrivals for all guest requests to be carried out and communicated to. You will be working on inventory management, including allotments, groups blocks and rate codes in all applicable systems. Further you will assist the Reservations Manager for driving up- selling within the property and to ensure optimal use of all distribution channels, e.g. IBE, GDS, Tour Operators, Small Luxury Hotels, Regional and Corporate Sales Offices.
Key Skills:
Reservations & Booking Management:
- Room Reservations: Expertise in confirming room bookings, ensuring accuracy in guest details, room types, dates, and special requests.
- Day-Use & Adventure Park Bookings: Ability to manage and confirm various types of bookings, including day-use reservations and bookings for additional services (e.g., adventure park, activities).
- Booking Systems Proficiency: Strong knowledge of Property Management Systems (PMS) and Central Reservation Systems (CRS) like Opera, Protel, Sabre, Amadeus, or similar platforms.
- Rate Management & Inventory Control: Ability to manage and optimize inventory, allotments, group blocks, and rate codes across different systems to ensure availability and maximize revenue.
- Distribution Channel Management: Experience with multiple booking channels, including Internet Booking Engines (IBE), Global Distribution Systems (GDS), Tour Operators, and online platforms (e.g., Booking.com, Expedia, Airbnb).
Revenue Management & Upselling:
- Revenue Maximization: Actively working to maximize room revenue by assisting in driving upselling efforts within the property, such as offering upgrades or additional services.
- Upselling Techniques: Knowledge of effective upselling methods, including suggesting higher room categories, packages, or promotions to guests during the reservation process.
- Rate Code & Package Management: Ensuring correct application of rate codes, promotions, and packages that can contribute to revenue growth and attract guests to book directly.
Guest Satisfaction & Communication:
- Guest Communication: Clear, friendly, and professional communication skills to confirm bookings, handle inquiries, and manage guest requests.
- Accuracy & Attention to Detail: Ensuring that all reservation details are accurately captured, including special guest requests (e.g., early check-in, late check-out, room preferences), which can directly impact guest satisfaction.
- Handling Special Requests: Coordinating with other departments (e.g., housekeeping, front desk, guest services) to ensure guest requests are tracked and communicated for proper fulfillment.
- Problem Resolution: Addressing booking discrepancies, cancellations, or overbooking issues and working with the team to resolve them quickly and effectively.
Operational Efficiency & SOP Adherence:
Time Management: Efficiently managing multiple bookings, prioritizing tasks, and ensuring a smooth flow of operations, particularly during peak booking periods or high-demand seasons.
Qualifications
Standard Operating Procedures (SOP): Knowledge and adherence to hotel SOPs regarding reservations, guest communication, and inventory management to ensure consistency and quality service.
Attention to Detail: Ability to maintain accurate records of reservations, ensuring all guest information is entered correctly into the system.
Understand the dynamics of regional & local market, local competitors and events of the destination.
Excellent communication skills
Arabic Speakers preferred
Experience in similar position is an advantage
Knowledgeable in OPERA
Be able to work shifts, weekends and public holidays
Computer skills in MS Office and Outlook; experience with OPERA system
Familiar with the hotel operations available technology (PMS & RMS) and all distribution channels.
