Cluster Guest Relation Officer

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.

Job Description

• As a Cluster Guest Relation Officer, you are a key representative of our hotel and brand, and as such you will need to anticipate guest needs, and handle inquiries in a helpful and attentive manner.
• You will be responsible for ensuring that all guests enjoy a positive and memorable experience.
• You will take personal responsibility for ensuring that all issues pertaining to guest satisfaction are met, and that follow up is completed in a timely manner.
• List all retail bookings on daily basis and contact guests prior to arrival to ensure hotels meet guest needs so that guests are delighted with their experience.
• Monitor cancelation on OTA platforms and contact guests to reinstate bookings.
• Check on retail availability and rates on all platforms to ensure accuracy.

Qualifications

• A strong focus on customer service
• Prior experience in similar role within luxury hospitality or with a relevant agency background
• 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.