Hospitality Liaison Specialist

2 days ago

Doha, Baladīyat ad Dawḩah, Qatar Four Seasons Hotels Limited Full time

About Four Seasons:

At Four Seasons, we pride ourselves on delivering exceptional guest experiences that leave lasting impressions. Our team members around the world are passionate about creating unforgettable moments for our guests, and we strive to provide a world-class employee experience that fosters growth and development. We believe that by treating each other with respect and kindness, we can build a positive and supportive work environment that exceeds expectations.

About the Location:

Nestled in the heart of Doha, Qatar, our stunning beachfront hotel offers breathtaking views and luxurious amenities, providing an unparalleled experience for our guests. With 237 rooms and suites, five pools, and a private beach, this urban oasis is a haven for relaxation and entertainment. Our vibrant food and beverage operation features ten unique venues, including the world's largest Nobu restaurant, catering to diverse tastes and preferences. Whether you're looking for adventure or serenity, our hotel has something for everyone.

Our Team:

We take pride in our diverse and dynamic team, comprising individuals from over 50 nationalities. Our employees are passionate about delivering exceptional guest experiences and share a common goal: to exceed expectations. We believe that by working together and supporting each other, we can achieve greatness and create a positive impact on our guests' lives.

Job Description:

The Guest Relations Agent is a key member of the Front Office Team, responsible for ensuring our guests have an exceptional stay with us. This highly visible role requires a passion for delivering outstanding customer service and a commitment to excellence. As a Guest Relations Agent, you will be responsible for coordinating activities to ensure seamless guest experiences, providing genuine hospitality, and maintaining a harmonious working relationship with colleagues.

Key Responsibilities:

  1. Coordinate and liaise with various departments to ensure excellent guest experiences.
  2. Greet and assist arriving and departing guests, providing personalized attention and recognition.
  3. Maintain professional relationships with colleagues, supervisors, and all departments.
  4. Comply with and enforce Four Seasons' Work Rules and Standards of Conduct as set forth in EmPact.
  5. Develop healthy relationships with front office colleagues and all hotel employees.
  6. Ensure local and corporate policies, work rules, and benchmark standards are applied correctly.
  7. Utilize Golden to recognize and reward guest loyalty.
  8. Connect with guests to gather feedback on their stay and resolve any issues promptly.
  9. Verify arrival and departure details, arrange luggage handling and transportation, and provide additional services as requested by guests.
  10. Prepare welcome packages, double-check guest information, and assign correct room assignments based on reservations.
  11. Perform smooth check-in and check-out processes according to benchmark standards.
  12. Manage cash handling, reconcile transactions, and maintain a balanced bank at the end of each shift.
  13. Provide exceptional customer service, responding to inquiries and resolving complaints professionally.
  14. Report any issues or discrepancies to your supervisor or Guest Relations Manager.
  15. Accept reservations, changes, and cancellations when necessary, and answer guest calls appropriately.
  16. Perform additional duties assigned by the Guest Relations Manager or Front Office Manager/Director of Rooms.
  17. Seek opportunities to upsell guests to higher room categories, spa treatments, and other revenue-generating activities.

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