Guest Service Agent

MOVENPICK

Doha, Qatar

QUALIFICATION & EXPERIENCE:

• Previous experience as a Guest Service Agent, Front Desk Agent, or in a hotel customer service role.
• Strong communication and interpersonal skills with a guest-first attitude.
• Proficiency in hotel PMS (e.g., Opera/Fidelio) is highly preferred.
• Good computer skills; proficiency in Microsoft Office applications.
• Fluency in English; Arabic or other languages are an advantage.
• Ability to multitask, stay calm under pressure, and work in a fast-paced hotel environment.
• Professional appearance, grooming, and positive attitude.
• Strong problem-solving skills and attention to detail.
• High school diploma or equivalent; hospitality-related qualifications are preferred.
• Willingness to work shifts, weekends, and public holidays.

JOB DESCRIPTION :

• Welcome guests with a warm, professional greeting and assist with check-in and check-out procedures.
• Handle room assignments, key issuance, and update guest preferences accurately in the PMS.
• Assist guests with inquiries, special requests, and hotel information to ensure a comfortable stay.
• Coordinate with Housekeeping and Engineering to ensure room readiness, maintenance follow-ups, and guest requests are completed promptly.
• Upsell room categories and promote hotel services to maximize revenue.
• Manage incoming calls, messages, and guest requests in a timely and courteous manner.
• Coordinate with Concierge, Reservations, and other hotel departments to ensure smooth operations.
• Provide accurate information regarding hotel facilities, dining options, transportation, and nearby attractions.
• Handle guest feedback and concerns professionally, offering solutions or escalating issues to the Duty Manager when necessary.
• Follow up with guests on special requests, complaints, and service recovery actions.
• Process guest payments, room charges, deposits, and refunds accurately.
• Maintain proper documentation, reports, and shift handover notes.
• Ensure the lobby and front desk area remain clean, organized, and presentable at all times.
• Adhere to hotel security, safety, and confidentiality protocols.
• Verify guest identification, maintain visitor logs, and follow standard front-office procedures.
• Follow brand standards and service guidelines at all times.