Guest Relations Agent Four Seasons Hotel

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.

Essential Functions:

• 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, and Russian

Our Offering: