Front Office Receptionist

Role Overview

Front Office Receptionist at IHG Hotels and Resorts, InterContinental Doha Beach & Spa, located in Doha.

Company Overview

InterContinental Doha Beach & Spa is part of IHG Hotels and Resorts, the world's largest family of luxury hotels. The property is located on Doha's longest private beach, nestled in landscaped gardens, and features 12 restaurants, recreational facilities, a free-form swimming pool, and Spa InterContinental. Situated in an exclusive location minutes from downtown Doha, major government and corporate offices, the Doha Exhibition and Convention Centre, City Center Mall, and Doha Golf Club.

Role Purpose

As a Front Office Receptionist, you will be a key ambassador of InterContinental Doha Beach & Spa, creating a warm, personalised, and seamless experience for every guest from arrival through departure. You will welcome and register guests, manage guest requests and enquiries, handle check-in and check-out procedures, and ensure all interactions reflect the service standards of a luxury InterContinental hotel.

Key Responsibilities

Guest Arrival and Departure

• Welcome guests in a warm, professional, and personalised manner.
• Complete check-in and check-out procedures accurately and efficiently.
• Verify guest information, identification, payment details, and reservation arrangements in accordance with hotel procedures.
• Ensure a smooth and positive arrival and departure experience for every guest.
• Assist with room allocation and ensure that guest preferences and special requests are communicated appropriately.

Guest Communication and Service

• Provide guests with relevant information regarding the hotel, facilities, services, and local area.
• Respond promptly and professionally to guest enquiries, requests, and concerns.
• Anticipate guest needs and provide personalised recommendations and assistance.
• Demonstrate a genuine interest in guests and create meaningful interactions throughout their stay.
• Recognise and acknowledge returning guests, VIPs, IHG One Rewards members, and other priority guests in accordance with established standards.
• Handle guest feedback and service recovery situations professionally, escalating matters when appropriate.
• Follow through on guest requests to ensure they are resolved within the expected timeframe.

Front Office Operations

• Maintain accurate guest records and ensure all information is updated in the hotel's property management system.
• Handle room changes, extensions, upgrades, payments, and other front office transactions accurately.
• Process payments and maintain appropriate control of cash and credit transactions in accordance with hotel procedures.
• Maintain a strong knowledge of the hotel's facilities, restaurants, services, promotions, and current activities.
• Maintain awareness of hotel occupancy, arrivals, departures, VIP movements, and special events.
• Ensure all Front Office procedures are completed accurately and in accordance with hotel standards.

Departmental Coordination

• Coordinate with Housekeeping regarding room status, discrepancies, and special room requirements.
• Liaise with Reservations, Concierge, Bell Desk, Engineering, Food & Beverage, and other departments to ensure guest requests are fulfilled.
• Ensure all relevant guest information is properly communicated during shift handovers.
• Maintain clear and professional communication with guests, colleagues, and other departments.
• Ensure guest preferences, special occasions, requests, and relevant information are communicated accurately.
• Participate in daily briefings and shift handovers.

Revenue and Membership

• Identify appropriate opportunities to promote room upgrades, hotel facilities, dining experiences, and other services.
• Support the hotel's revenue objectives through effective upselling while ensuring recommendations are relevant to the guest's needs.
• Promote IHG One Rewards membership and explain relevant benefits to eligible guests.
• Ensure all upselling and membership activities are conducted in accordance with hotel and brand standards.

Compliance and Safety

• Maintain a professional appearance and consistently demonstrate the hotel's service culture.
• Support colleagues and other departments whenever required to ensure a seamless guest experience.
• Follow all hotel policies, procedures, and brand standards.
• Maintain confidentiality of guest information and comply with data protection requirements.
• Follow established procedures relating to guest identification, payment security, emergency situations, and hotel security.
• Report any safety, security, maintenance, or operational concerns to the appropriate department.

Qualifications & Experience

• Previous experience in a Front Office, Reception, Guest Relations, or other guest-facing hospitality role is preferred.
• Previous experience in a luxury or five-star hotel environment would be an advantage.
• Fluency in English is required; additional languages would be an advantage.

Skills & Competencies

• Excellent verbal and written communication skills.
• A warm, welcoming, and naturally guest-focused personality.
• Comfortable working in a fast-paced, multicultural environment.
• Basic computer skills and familiarity with hotel property management systems would be an advantage.

Additional Information

• Competitive salary and benefits offered.
• Join the global IHG family with a workplace culture that emphasizes teamwork, trust, support, doing the right thing, and welcoming different perspectives.