Guest Service Center Associate

Job Location:

Anantara Kihavah Maldives Villas



Anantara Hotels & Resorts is a global luxury hotel and resort brand rooted in Thai culture, with an intrinsic sense of authentic hospitality. Inspired by the Sanskrit word meaning ‘without end’, our spirit embodies freedom, movement, and harmony. We believe every journey should leave a lasting impression — for our guests and for our people.

Founded in 2001 in Thailand, we have since expanded across the world, welcoming guests in some of the world’s most captivating locales — from pristine beaches and private islands to ancient sites and vibrant metropolises. If you are driven by a passion for generosity, warmth and heartfelt hospitality, Anantara offers a career without limits.

• Clearly understands the concept of guest services center being the one point of contact for all the resort operations.
• Ensures adherence to:
  • Proper and prompt handling of calls
  • Message handling
  • Compliance with request as per SOP
  • Usage of standard phraseology
• Ensures adherence to duty roster and is punctual.
• Ensures that that work areas, PABX are properly maintained and cleaned.
• Preparation and signatory of arrival letters
• GHA/Key Reports
• Front Office general cash float to be maintain at GSA
• Liaises with Seaplane company in coordinating sea plane transfers for guests.
• Ensure a member of management is in attendance of all arrivals and departures.
• Coordinating transportations for guests in collaboration with the Boat Captains, Villa Host and Luggage Assistant including buggy, sea plane and airport transfers.
• Handles difficult situations effectively following resort policies and procedures.
• Performs all duties and responsibilities in a timely and efficient manner in accordance with established Resort’s Policies & Procedures to achieve the overall objectives of this position.
• Maintains order in guest service center area and provides communications facilities in case of emergency, during emergencies handles all communications until ordered to leave the premises by a superior except in case of imminent personnel danger.
• Ensures that traffic sheet for telephone / fax are correct before sending to the accounting dept.
• Has complete knowledge of the resort and services, including villa types, rates, relative features and facilities, food and beverage outlets and promotions, spa and health club, and other properties. (especially the competition)
• Ensures that all guest requests are channelled correctly.
• Conducts courtesy calls for all in-house guests.
• Is able to route all incoming calls quickly and efficiently without keeping the caller waiting.
• Completes all other shift duties as outlined on shift checklist.
• Assists in all the other areas of Front office as and when necessary.
• Is proactive and innovative, suggesting alternatives that meet guest needs in enjoying their Anantara experience.
• Maintains knowledge and abiding by all Company Policies in relation to Front Office e.g. Refunds and Cancellations and ensuring they are correctly communicated to guests if required.
• Develops and maintains a close and harmonious working relationship with all hotel departments.
• Participates in training programs for the Front Office Department as scheduled
• Possesses a positive upbeat personality with a desire to deliver outstanding customer service to our guests. Supervisors must multi – task, be detail oriented, and be able to problem solve in order to effectively deal with internal and external customers.
• Reports and maintains accurate records with documents on incidents occurring at the resort and keeps superior briefed always.
• Proper process of IVD order taking.
• Improve on food knowledge and constantly updating the menu knowledge and changes of the menu items.
• Guest service associate should take night auditor cover shift when he or she is on leave. 

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