وصف الوظيفة
Role Overview
Front Desk Agent at IHG Hotels and Resorts, Doha. You will be the first point of contact for guests, handling check-in and check-out, processing transactions, and delivering exceptional service in a fast-paced hotel environment.
Company Overview
IHG Hotels and Resorts operates a global family of over 370,000 colleagues across nearly 100 countries, united by values of warmth, honesty, and True Hospitality. The Doha property comprises Crowne Plaza (378 guestrooms and suites) and Holiday Inn (307 guestrooms), both located in the heart of a key business district, 15 minutes by car or complimentary shuttle from Hamad International Airport.
Role Purpose
Deliver seamless front desk operations that welcome guests, anticipate their needs, and create a warm atmosphere that makes them feel at home. You will be the reliable point of contact for transactions, local insights, and every detail required for a friction-free experience.
Key Responsibilities
Guest Check-In & Check-Out
- Check guests in and issue room keys.
- Provide information on hotel services and room locations.
- Ensure required identification is taken from guests at check-in in line with local legislative requirements.
- Check guests out, including resolving any late or disputed charges.
Transactions & Cash Handling
- Accurately process all cash and credit card transactions using established procedures.
- Issue, control, and release guest safe deposit boxes in line with hotel procedures.
- Up-sell rooms where possible to maximize hotel revenue.
Communication & Service
- Answer phones in a prompt and courteous manner.
- Answer, record, and process all guest calls, messages, requests, questions, or concerns.
- Record guest preferences in the system.
Guest Problem Resolution
- Take action to solve guest problems and complaints using appropriate service recovery guidelines.
- Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
Safety & Security
- Follow established hotel safety protocols and procedures at all times.
- Immediately report any health and safety incident, security breaches, concerns, or suspicious behavior to the supervisor or manager on duty.
Additional Duties
- Perform other duties as assigned including guest room tours, concierge services, and special guest requests.
Qualifications & Experience
- Bachelor's degree in Hotel Management or relevant degree (minimum).
- Minimum of 2–3 years of Reception or Guest Service experience in a 5-star hotel.
- Prior experience working with Opera or a related system.
Skills & Competencies
- Good English communication skills, both written and spoken.
- Pleasant personality with strong communication and interpersonal skills.
- Strong problem-solving abilities.
Additional Information
- Competitive salary.
- Full uniform provided.
- Impressive room discounts.
- Comprehensive training.
- IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.