Customer Service & Support Jobs in Surat Thani City Municipality, Thailand (Now Hiring) — 16 open

Job Location:

Anantara Lawana Koh Samui Resort



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.

KEY DUTIES AND RESPONSIBILITIES

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:

Overall Operations:

• Adhere to all Resort rules and regulations as per Standard Operating Procedures, and follow all communications briefed by the Senior Management

• Ensure all team members are well groomed following the grooming policy

• Have full knowledge of all products and services provided by the resort and within the close surroundings / local area

• Work positively and effectively with all inter-department and surrounding departments of the resort

• Responsible that the daily briefings and on the job training are completed and information’s shared are relevant

• Follow any other reasonable management directives to your full effectiveness and potential

Guest and Team Satisfaction:

• Ensure guests are communicated with and assisted in an efficient, warm and professional manner by all team members

• LQA Standards are followed and delivered above 85% by all team members for all standards

• Ensure the Front Office Team works with a service focused attitude and are aware of upsell opportunities within the resort

• Maintain and oversee the accuracy of guest profiles and remarks

• Actively review guest comments and feedback, communicate this with the team members and implement in collaboration with the FOM procedures to enhance guest satisfaction

• Attend to guest requests and complaints in a timely manner and ensure follow-up / resolution is in place

• Be aware of and follow the Departmental Empowerment Guidelines

Team Development:

• Ensure a consistently high standard of presentation is maintained for both, the department and the team members

• Follow-up and assists the FOM during training and onboarding of team members

• Follow-up and assists the Training Manager in the execution of the departmental training plan in order to develop all personnel to their full potential

• Actively look for training needs and opportunities within the Front Office Team and highlight to the FOM

• Assist in monitoring and leading the team, keeping track of training records following audit procedures

• Actively provides guidance to the GSA, GSC and Bellman / Transport

• Actively develop team member skills and performance through coaching and on the job training

• Always be striving for efficiency and suggest innovative ideas to ensure the department grows positively in ways related to Service, Process, Financial and Engagement

Administration:

• Leads the departmental shift briefing in the absence of the FOM

• Assisting in creating and maintaining the departmental schedule for GSA in collaboration with the FOM

• Ensure that all room allocation / balancing of the inventory is completed on time

• Liaise with housekeeping department for the daily arrival and departure preparation

• Spot check registration cards to ensure accuracy of data is collected as per resort standards

• Ensures effective communication while eMails are answered within 24hrs or earlier

• Ensures that the Guest Service Center is responding to guest inquiries in a timely manner, following resort standards

• Hold accountable that all BEO are shared with the respective department as soon as a guest order has been received

• Is flexible in working hours and scheduling as per business requirement

• Any other tasks as assigned by the Senior Management

Finance:

• Adhere to resort credit policies minimizing revenue loss – responsible for correct rebate execution

• Ensure all team members are aware of room revenue targets and are kept informed of performance results, drive upselling KPIs

• Adhere to the resort selling strategy by ensuring the use of correct rates, inventory management as well as the maintenance / balance of OOS / OOO rooms

• Responsible to ensure the Credit Limit Report has been completed and followed-up in a timely manner

• Promptly follow up all cashier variances noted front the Finance team withing 24hours

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