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.
Job Description
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 answer all incoming phone calls in a professional and friendly manner.
- To answer all guest questions regarding spa offerings, appointment availability, length and cost of treatments.
- To effectively suggest alternatives to guests if their first requests can not be met.
- To schedule appointments in such a way that staff is available to handle all bookings, or work with other Spas to have staff sent in for assistance.
- To politely confirm time of appointment and cancellation policy to all guest before ending phone conversations.
- To interact with guests, including but not limited to :
- Dealing with guest complaints.
- Conducting spa tours.
- Assisting with spa promotions.
- Assisting with journalist visits and photo shoots.
- Conducting travel agents site inspections.
- Offering complementary 5 minutes massages after conducting spa tour.
- Presenting complimentary gifts to guest after conducting spa tour.
- To be well informed and educated in all aspects of Spa facilities, policies and procedures.
- To Supervise completion of tasks regarding all daily check list and delegated tasks as necessary to staff to ensure completion in a timely manner.
- To insure complete preparation of weekly requests of par stocks and supplies.
- To assist in the preparation of reports, including :
- Staff attendant: sick leave holidays, unpaid time off, ceremonies, etc.
- Guest complaints, incident reports regarding staff or guest.
- Monthly summary of treatments and guest information.
- Daily sales of services and retail.
- To have a complete understanding of and adhere to the company’s policy and procedures
- To have a complete understanding of and adhere to the company’s policy related to fire, hygiene, health and safety
- To report for duty punctually and wear the correct uniform with the name badge at all times
- To carry out the other duties as assigned by the management team
- To establish good relationship and rapport with guests and colleagues
- To ensure the cleanliness and hygiene in work areas
Qualifications
• High school graduate or higher educational qualification
• Previous experience as Guest Service Agent
• Able to understand English
• Well groomed and healthy
• Willing to work hard and be a part of the team