Guest Relations Specialist

1 month ago

Doha, Qatar The Ned Doha Full time
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.

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