Guest Relations Specialist

Roles and responsibilities

We are seeking a diligent and experienced Guest Relations Agent to join our team at The Ned Doha. As a Guest Relations Agent at The Ned Doha, you will be the primary point of contact for our guests, ensuring they receive a warm welcome and exceptional service throughout their stay. Your role will involve managing guest inquiries, coordinating with various departments, and enhancing the overall guest experience.

Key Responsibilities:

• Greet and welcome guests upon arrival, providing a warm and friendly first impression.
• Assist with check-ins and check-outs, ensuring a smooth and efficient process.
• Handle guest inquiries, requests, and complaints promptly and professionally.
• Coordinate with other departments to fulfill guest needs and preferences.
• Provide information about hotel services, amenities, and local attractions.
• Maintain up-to-date knowledge of the hotel's offerings and special promotions.
• Assist with special requests and arrangements, such as transportation and restaurant reservations.
• Monitor guest feedback and work proactively to resolve any issues.
• Ensure the front desk area is clean, organized, and well-presented.
• Uphold The Ned Doha’s standards of excellence and hospitality at all times.

• 1. Guest Interaction:

• Greet and welcome guests upon arrival, ensuring a positive first impression.
• Assist guests with check-in and check-out procedures.

• 2. Customer Service:

• Address guest inquiries, requests, and complaints promptly and professionally.
• Provide information about hotel services, amenities, and local attractions.

• 3. Problem Resolution:

• Handle and resolve guest issues or concerns efficiently, escalating to management when necessary.
• Follow up with guests to ensure satisfaction with the resolution.

• 4. Relationship Building:

• Foster strong relationships with guests to enhance their overall experience.
• Identify and anticipate guests’ needs to provide personalized service.

• 5. Communication:

• Collaborate with other hotel departments (e.g., housekeeping, maintenance) to ensure guest needs are met.
• Relay important information to guests about events, promotions, or changes in services.

• 6. Record Keeping:

• Maintain accurate records of guest interactions, feedback, and preferences.
• Document any special requests or incidents for future reference.

• 7. Concierge Services:

• Assist guests with reservations for dining, activities, transportation, and other services.
• Provide recommendations for local attractions and experiences.

• 8. Continuous Improvement:

• Gather feedback from guests to help improve service quality and guest satisfaction.
• Stay informed about hotel policies, procedures, and industry trends.

• 9. Team Collaboration:

• Work closely with the front desk team and other departments to ensure a seamless guest experience.
• Participate in training sessions and team meetings as required.

Desired candidate profile

Qualifications:

• Previous experience in a similar role within the hospitality industry is preferred.
• Excellent communication and interpersonal skills.
• Proficiency in hotel management software and front office systems.
• Strong organizational skills and attention to detail.
• Ability to handle stressful situations calmly and effectively.
• Flexibility to work shifts, including evenings, weekends, and holidays.
• Fluency in English; knowledge of additional languages is an asset.
• A positive attitude and a commitment to providing outstanding guest service.
  

What’s In It for you?

• One of the most iconic places to be and work.
• Amazing learning and development program
• Discounted rates at The Ned Doha
• Fantastic career growth opportunities

• Education:

  • High school diploma or equivalent; a degree in hospitality management or a related field is a plus.

• Experience:

  • Previous experience in customer service or hospitality roles is preferred.
  • Experience in a front desk or guest services position is advantageous.

• Skills:

• Strong Communication:

  • Excellent verbal and written communication skills for effective guest interaction.

• Customer Service Orientation:

  • Ability to provide exceptional service and address guest needs proactively.

• Problem-Solving Abilities:

  • Quick and effective resolution of issues and complaints.

• Organizational Skills:

  • Strong time management and multitasking abilities to handle various tasks efficiently.

• Familiarity with Technology:

  • Proficiency in using computer systems, including property management software and point-of-sale systems.

• Personal Traits:

• Personable and Approachable:

  • Friendly demeanor with a genuine interest in helping guests.

• Attention to Detail:

  • Meticulous in recording guest preferences and ensuring accurate information.

• Team Player:

  • Ability to work collaboratively with colleagues in a fast-paced environment.

• Adaptability:

  • Flexibility to handle changing priorities and guest needs.