Guest Service Center Team Leader - #25307


Date: 6 days ago
City: Abu Dhabi
Contract type: Full time
Company Description

A luxury hospitality brand for modern travelers, 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
  • Provide leadership and guidance to a team of Guest Service Center Agents (GSCAs).
  • Foster a positive and motivating work environment that encourages teamwork and excellence in guest service.
  • Conduct regular team meetings and training sessions to ensure the team is well-informed and up to date on all policies, procedures, and resort information.
  • Set the standard for exceptional guest service and ensure that GSCAs follow suit.
  • Monitor and evaluate guest interactions to maintain service quality and address any service issues promptly.
  • Act as a role model for team members, demonstrating outstanding customer service skills.
  • Oversee the daily operations of the guest service center, including call handling, message handling, and use of standard phraseology.
  • Ensure adherence to duty rosters, punctuality, and compliance with standard operating procedures.
  • Serve as the point of contact for any guest-related matters, working closely with other hotel departments to meet guest needs.
  • Facilitate communication during emergencies and ensure all relevant parties are informed and prepared.
  • Maintain up-to-date knowledge of VIP/RSVP guests, repeat guests, and resort facilities.
  • Ensure that GSCAs are well-informed about the resort, its services, and the competition.
  • Maintain accurate records, including CID-related messages and information.
  • Handle shift handovers and ensure that guest data is updated promptly and correctly in CID systems.
  • Participate in training programs for the Front Office Department and provide coaching and feedback to GSCAs for their professional development.
  • Communicate effectively with the Duty Manager and other relevant departments.
  • Report and maintain accurate records of incidents occurring at the resort.

  • High School diploma
  • Previous experience in same position for at least 1 year.
  • Luxury hotel experience is a must
  • Passion for excellent service
  • Excellent team player and great communication skills

Additional Information

Relocate to remote area

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