Cluster Guest Service Center Agent

Role Overview

Cluster Guest Service Center Agent at Minor Hotels, located at Al Najada Doha Hotel By Tivoli.

Company Overview

Minor Hotels is an international hotel owner, operator and investor with a diverse portfolio of over 530 properties across 50+ countries in Asia Pacific, the Middle East, Africa, the Indian Ocean, Europe and South America. The company operates properties under the brands Anantara, Avani, Elewana, Oaks, NH Hotels, NH Collection, nhow and TIVOLI.

Role Purpose

To anticipate and address guest needs by delivering service inquiries and support in a helpful and attentive manner while maintaining the highest standards of guest satisfaction across hotel operations.

Key Responsibilities

Guest Service Delivery

• Anticipate guest needs and handle guest inquiries in a helpful and attentive manner.
• Develop complete knowledge of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets, spa promotions and other properties.
• Take personal responsibility for the service and attitude with which guest service is delivered, ensuring it meets the highest standard at all times.
• Be proactive and innovative, suggesting alternatives that meet guest needs.

Guest Satisfaction & Follow-up

• Take personal responsibility for ensuring all issues pertaining to guest satisfaction are met.
• Ensure follow-up is completed on a timely basis.

Team Collaboration & Development

• Develop a close and harmonious working relationship with all hotel departments.
• Attend hotel events, daily shift briefings and training to improve professional skills.

Qualifications & Experience

• Strong focus on customer service.
• Prior experience in hotel front office operations is preferred.
• Excellent communication skills; fluency in English and Arabic will be an asset.
• Computer skills in MS Office; experience with current Property Management Systems (PMS) is preferred.

Additional Information

• Must be able to work shifts, weekends and public holidays.