Guest Service Center Agent

Job Location:

Avani Riverside Bangkok Hotel

At Avani, we’re all about finding that perfect balance — between cool and kind, design and function, service and privacy. We’ve built our hotels and resorts around this philosophy: vibrant social spaces that vibe with the day, stylish rooms that simply work, and honest, locally inspired food. We embrace an upbeat service culture that genuinely respects the art of hospitality.

With a growing portfolio across Europe, the Middle East, Asia, Africa, and Australia, Avani is a brand on the move. If you take real pride in the little things — and believe that a warm welcome and a genuine smile make all the difference — you’ll fit right in here.

The Guest Service Centre Agent is a key representative of our hotel and the Anantara brand.  He or she creates one of the most powerful first impressions to our guests.  The position necessitates being an information provider, receiver, diplomat, problem solver, salesperson, hotel representative, public relations agent, coordinator of activities and accountant, all performed with the utmost politeness, efficiency, and friendliness.

KEY DUTIES AND RESPONSIBILITIES

• To obtain guests information by answering telephone calls; transfer calls to other departments; verifying information.
• To explain hotel procedures; answer questions; solve problem; provide information; receive food order and forward to Room Service
• Completes monthly complaint report and send to Guest Service Centre Manager.
• Maintains and improves quality results by adhering to standards and guidelines, recommending improved procedures.
• To have a complete knowledge of the hotel product, 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

• Bachelor’s degree or Diploma in Hotel Management, Hospitality, Tourism, Business Administration, or a related field.
• Previous experience in Guest Service, Guest Relations, Front Office, Call Centre, Telephone Operator, or Customer Service within a hotel or hospitality environment is preferred.
• Strong communication and interpersonal skills, with a pleasant and service-minded personality.
• Excellent telephone etiquette and ability to communicate clearly and professionally with guests.
• Good problem-solving and complaint-handling skills, with the ability to remain calm and professional under pressure.
• Good knowledge of hotel operations, room types, rates, facilities, restaurants, promotions, spa, health club, and other hotel services.
• Strong customer-service orientation with a genuine desire to exceed guest expectations.
• Ability to multitask, prioritize, and respond promptly to guest requests and inquiries.
• Good English communication skills, both verbal and written. Additional languages are an advantage.
• Good computer skills, including Microsoft Office and hotel systems.

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