Guest Experience Agent

Roles and responsibilities

Key Responsibilities

• Handle Reservations: Manage incoming reservations through phone, email, and online booking systems.
• Guest Assistance: Provide accurate information about services, rates, and availability to potential and current guests.
• Booking Management: Confirm, modify, and cancel reservations as requested, ensuring accuracy and efficiency.
• Guest Service: Address guest inquiries and resolve issues promptly and professionally.
• Record Keeping: Maintain organized and up-to-date records of reservations and guest details.
• Upselling: Promote additional services and amenities to enhance the guest experience.
• Collaboration: Work closely with other departments, such as front desk and housekeeping, to ensure seamless service delivery.
  

Requirements:

• A minimum or at least 1 year experience in similar role in luxury background or Degree/Diploma from Hotel Management
• Excellent Interpersonal, written & verbal communications skill
• Proficient in English, Arabic is an asset
• Basic Opera knowledge, Computer literate
• Outgoing personality & can-do approach to an assigned task
• Attention to detail and ability to multitask in a dynamic environment
• Creative thinker, strive to deliver excellent service to guest
  

What’s In It for you?

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

• Guest Interaction:

  • Greet and welcome guests upon arrival, ensuring a warm and friendly atmosphere.
  • Assist guests with check-in and check-out processes, providing information about hotel policies and services.

• Customer Service Excellence:

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

• Personalized Service:

  • Anticipate guest needs and preferences to deliver tailored services.
  • Maintain detailed records of guest interactions and preferences to improve future visits.

• Problem Resolution:

  • Handle and resolve guest issues efficiently, working to ensure guest satisfaction.
  • Collaborate with other departments (e.g., housekeeping, maintenance) to address and resolve guest concerns.

• Feedback Collection:

  • Gather feedback from guests regarding their experiences and suggestions for improvement.
  • Report insights to management to enhance service quality.

• Concierge Services:

  • Assist with reservations for dining, activities, and transportation, providing recommendations as needed.
  • Offer local insights to enhance guests’ experiences in the area.

• Administrative Tasks:

  • Maintain accurate records of guest interactions and any special requests.
  • Support the front desk team with various administrative duties as required.

Desired candidate profile

Qualifications:

1. Education:

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

2. Experience:

   • Previous experience in customer service, hospitality, or a related role is preferred.
   • Experience in a guest-facing position or within a hotel environment is advantageous.

Skills:

1. Exceptional Communication:

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

2. Customer Service Excellence:

   • Ability to deliver outstanding service and anticipate guest needs.

3. Problem-Solving Skills:

   • Quick and effective resolution of guest issues and concerns.

4. Organizational Abilities:

   • Strong time management skills and the ability to handle multiple tasks efficiently.

5. Technical Proficiency:

   • Familiarity with property management systems and other relevant technology.

Personal Traits:

1. Friendly and Approachable:

   • Warm demeanor that encourages guest engagement and satisfaction.

2. Attention to Detail:

   • Meticulous in maintaining records and ensuring a personalized guest experience.

3. Team-Oriented:

   • Collaborative mindset, able to work effectively with other departments.

4. Adaptable and Flexible:

   • Willingness to adjust to changing priorities and guest needs.

Additional Preferences:

• Language Skills:

  • Bilingual or multilingual abilities can be a significant advantage for interacting with diverse guests.

• Local Knowledge:

  • Familiarity with the local area, attractions, and services to provide valuable recommendations.

• Availability:

  • Flexibility to work various shifts, including evenings, weekends, and holidays.