Hotel Representative cum Tour Guide

You will be responsible for :

HOTEL REPRESENTATIVE 

1. Welcome Guests at the Airport:

- Meet and greet guests upon arrival, ensuring a warm and professional first impression.

- Assist with luggage coordination and provide guests with an overview of their itinerary.

- Escort guests to their transportation, ensuring a seamless transition from the airport to their hotel or excursion.

2. Assist with Check-in:

- Liaise with hotel reception staff to facilitate smooth and expedited check-in for guests.

- Ensure guests receive all necessary hotel and excursion information, including key cards, welcome packs, and itinerary details.

- Address any immediate guest concerns, such as room preferences, special requests, or dietary needs.

3. Handle Guest Questions and Queries Swiftly and Effectively:

- Act as the first point of contact for guest inquiries, providing accurate information on services, excursions, and local attractions.

- Offer assistance with bookings, special arrangements, or additional requests.

- Maintain a helpful and resourceful approach, ensuring guests feel valued and well-informed.

4. Updating Reports on the CRM:

- Accurately input and update guest information, including arrivals, departures, and feedback, in the CRM system.

- Maintain records of guest preferences, issues raised, and any special accommodations made.

- Ensure real-time updates on guest activities, excursion bookings, and complaints for seamless coordination with the operations team.

5. Handling Payment Collections for Excursions:

- Process payments for tours, activities, and excursions, ensuring accuracy and compliance with company policies.

- Issue receipts and provide guests with booking confirmations.

- Handle cash and card transactions securely, following financial and reconciliation procedures.

6. Managing Any Complaints in a Constructive Manner:

- Listen to guest concerns with empathy and professionalism, ensuring prompt resolution.

- Take appropriate action to address complaints, escalating unresolved issues to management if necessary.

- Follow up with guests to ensure satisfaction and maintain a positive brand reputation.

TOUR GUIDE

1. Guiding Groups for Tours of QATAR Attractions:

- Lead groups on guided tours to key landmarks, attractions, and cultural sites in the QATAR.

- Ensure all guests remain engaged, safe, and comfortable throughout the tour.

- Manage group dynamics, ensuring smooth transitions between locations and adherence to schedules.

2. Providing Expert Local Knowledge:

- Deliver engaging and informative commentary on the history, culture, and significance of QATAR attractions.

- Stay updated on new attractions, events, and tourism developments to provide the latest insights.

- Answer guest questions accurately and confidently, adapting explanations to suit different audience interests and cultural backgrounds.

3. Ensuring Safety and Compliance During Tours:

- Monitor guest safety and provide clear instructions regarding local laws, customs, and site-specific regulations.

- Handle emergency situations calmly and efficiently, following company safety protocols.

- Conduct risk assessments for tours and ensure all activities comply with safety guidelines.

4. Creating a Memorable Experience for Guests:

- Engage with guests in a friendly and professional manner, making the tour experience enjoyable and interactive.

- Incorporate storytelling and fun facts to enhance guest interest and understanding.

- Offer personalized recommendations for additional experiences based on guest preferences.

5. Supporting Sales and Promotions:

- Promote optional excursions, packages, and upgrades to enhance guest experiences.

- Encourage guests to provide feedback, reviews, and referrals to improve service offerings.

- Collaborate with sales and marketing teams to share insights on guest preferences and trending activities.

6. Coordinating with Drivers and Vendors:

- Work closely with transport providers to ensure timely pickups, drop-offs, and smooth logistics.

- Liaise with attraction operators, restaurant partners, and other vendors to ensure seamless service delivery.

- Resolve any scheduling or operational issues that may arise during tours.

EDUCATION & PROFESSIONAL QUALIFICATION

- High school diploma or equivalent; additional training in tourism or hospitality is a plus.

- Valid QATAR Tour Guide License would be an advantage

- Valid QATAR driving license (or an international driving license that can be converted to a QATAR driving license under the RTA scheme)

EXPERIENCE & SKILLS 

- Industry Experience - experience in customer service roles in the tourism and hospitality sectors. Experience of guiding tours and groups is preferred but not essential

- Communication - excellent verbal and written communication skills with a focus on excellent customer service. 

- Languages: Fluent in English & Romanian with excellent verbal and written communication.

- Problem-Solving Skills - demonstrated experience of resolving customer queries and handling conflicts and complaints in a constructive manner.

- Specialist Knowledge – an in-depth knowledge of the QATAR tourist attractions and products is preferred but not essential

- Sales – sales focus

- Efficient in handling payments, updating CRM reports, and ensuring seamless check-in processes.

• Work alongside & learn from best in class talent
• Attractive Salary & Benefits
• Opportunity within a company with a solid track record of performance