Guest Experience Agent

Our Team: 

Our team is our greatest asset and the key to our success. We demonstrate our beliefs in the way we treat each other and by example, we set for one another. In all our interactions with our guests, customers, business associates and colleagues, we seek to deal with others, as we would have them deal with us. Our team is built on mutual respect, collaboration, excellent service, and passion.  

 Job Description: 

The Four Seasons Hotel Doha is looking for a Guest Experience Agent. The candidate must have a commitment and passion for ensuring the best in guest services and creating a welcoming first impression and lasting farewell.  This position reports to the Guest Experience Manager. This is a highly visible role representing Four Seasons Hotel Doha and managing the day to day activities of the Guest Relations Team.  

• 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 

Preferred Qualifications and Skills 

• Degree Holder, preferably in hotel and restaurant management 

• 2-4 years of experience as a Guest Relations Agent 

• Excellent command in English, Arabic or Russian is an advantage  

Our Offering: 

Opportunities to build a successful career with global potential