Guest Service Center Agent

Role Overview

Guest Service Center Agent at Banana Island Resort Doha By Anantara, a property of Minor Hotels, located in Doha, Qatar.

Company Overview

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

Role Purpose

To deliver exceptional guest service by anticipating and addressing guest needs, managing inquiries with professionalism and care, and ensuring every interaction meets the highest service standards.

Key Responsibilities

Guest Service Delivery

• Anticipate guest needs and handle guest inquiries in a helpful and attentive manner.
• Take personal responsibility for the service and attitude with which guest service is being delivered, and ensure it meets the highest standard at all times.
• Be proactive and innovative, suggesting alternatives that meet guest needs.

Product Knowledge

• Maintain complete knowledge of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets, spa promotions and other properties.

Issue Resolution & Follow-up

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

Cross-departmental Collaboration

• Develop a close and harmonious working relationship with all hotel departments.

Professional Development

• Attend hotel events, daily shift briefings and training to improve professional skills.

Qualifications & Experience

• A 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

• Be able to work shifts, weekends and public holidays.