Guest Relations Agent

Four Seasons Doha

REQ : 10333574

Doha, Qatar

Qualification & Experience:

• Degree Holder, preferably in hotel and restaurant management
• 2-4 years of experience as a Guest Relations Agent
• Excellent command in English and preferably Arabic spoken

Roles and Responsibilities:

• Coordinates and liaises with various departments to ensure the hotel provides the highest level guest experiences
• Meets and greets arriving and departing guests; Provides genuine hospitality and recognition, acts as host/ hostess

• Maintain a harmonious and professional relationship with co-workers, supervisors and all departments.
• Comply with and enforce Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.
• Develop healthy and happy relation with other front office team member in particular and all hotel employee in general

• Ensure all local and corporate policies, works rules and benchmark standard are properly applied
• Utilize Golden appropriately for a maximum guest recognition/satisfaction · Developing guest connection and gain feedback from the guest regarding their overall stay or specific issue in particular then actively seeking solution to resolve the problem
• Verifies arrival and departure details and arranges luggage handling and transportation and other services requested by guests
• Prepare and double check guest arrival of the day, prepare welcome arrival packages (Hotel Map, Jogging Map, key packet, Welcome card/letter, activities schedule, correct room assignment base on guest reservations · Prepare welcome card/letter for four seasons employee who stay on a complimentary stay or employee rate and obtain signature of Front Office Manager / Director of Rooms
• Perform smooth check in and check out process base on benchmark standard
• Maintains a balanced bank assigned by the hotel. Makes change, cashes checks, exchanges foreign currency. Reconciles all transactions at the close of each shift
• Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone
• Actively report Glitch that occurred during shift to Supervisor or Guest Relations Manager ·
• Accepts reservations, changes and cancellations in the absence of Reservations Department Staff. Can answer guest calls and direct them appropriately in the absence of a Communications Operator
• Perform any additional duties as assigned by Guest Relations Manager/Front Office manager or Director of Rooms

• Seeking opportunity of possible upselling guest to higher room category, Spa, Food and Beverages and other hotel activities that generates revenue