Guest Experience Agent
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Key skills for this role
About the Role
Fairmont Doha seeks a Guest Experience Agent to deliver personalized luxury service and create memorable guest experiences. The role involves anticipating guest needs, handling inquiries, coordinating special occasions, and collaborating with hotel departments.
Key Skills for This Role
Responsibilities
- Deliver warm, gracious, and engaging service in line with Fairmont brand standards
- Anticipate guest preferences and curate personalised experiences throughout the stay
- Welcome and engage with guests in public areas, ensuring a visible and approachable presence
- Handle guest inquiries, requests, and concerns promptly, professionally, and with empathy
- Coordinate special occasions, VIP arrivals, amenities, and bespoke guest experiences
- Take ownership of service recovery and ensure all concerns are resolved efficiently
- Maintain accurate guest profiles and preferences within the hotel system
- Collaborate closely with Front Office, Concierge, Housekeeping, Food & Beverage, and other departments
- Proactively follow up with guests to measure satisfaction and exceed expectations
- Promote hotel facilities, services, and loyalty programs with confidence
- Uphold the highest standards of grooming, communication, and luxury hospitality etiquette
- Support continuous improvement initiatives by sharing guest feedback and service insights
Requirements
- Previous experience in Guest Relations, Front Office, or luxury hospitality preferred
- Excellent communication and interpersonal skills with a naturally engaging personality
- Strong problem solving abilities and emotional intelligence
- Ability to remain calm, professional, and detail oriented under pressure
- Proficiency in Opera PMS or similar hotel management systems is an advantage
- Fluency in English required; additional languages are highly valued
Full Job Posting
Company Description
- Fairmont Hotels & Resorts operates 90 properties globally, including Fairmont Doha, a luxury hotel within Katara Towers in Lusail.
About Fairmont Doha
- Fairmont Doha offers contemporary luxury with timeless hospitality, focusing on heartfelt service and meaningful guest experiences.
Application Process
- After applying, candidates receive an email from AssessFirst to create a profile and complete a questionnaire, which is mandatory.
Job Description
- Guest Experience Agent role involves creating personalized and memorable experiences, acting as a key point of contact throughout the guest stay.
Key Responsibilities
- Deliver warm, gracious, and engaging service in line with Fairmont brand standards.
- Anticipate guest preferences and curate personalised experiences throughout the stay.
- Welcome and engage with guests in public areas, ensuring a visible and approachable presence.
- Handle guest inquiries, requests, and concerns promptly, professionally, and with empathy.
- Coordinate special occasions, VIP arrivals, amenities, and bespoke guest experiences.
- Take ownership of service recovery and ensure all concerns are resolved efficiently and thoughtfully.
- Maintain accurate guest profiles and preferences within the hotel system to enhance future stays.
- Collaborate closely with Front Office, Concierge, Housekeeping, Food & Beverage, and other departments.
- Proactively follow up with guests to measure satisfaction and exceed expectations.
- Promote hotel facilities, services, and loyalty programs with confidence and professionalism.
- Uphold the highest standards of grooming, communication, and luxury hospitality etiquette.
- Support continuous improvement initiatives by sharing guest feedback and service insights.
Qualifications
- Previous experience in Guest Relations, Front Office, or luxury hospitality preferred.
- Excellent communication and interpersonal skills with a naturally engaging personality.
- Strong problem solving abilities and emotional intelligence.
- Ability to remain calm, professional, and detail oriented under pressure.
- Proficiency in Opera PMS or similar hotel management systems is an advantage.
- Fluency in English required; additional languages are highly valued.
- Passion for creating exceptional guest experiences and meaningful connections.
Employee Benefits
- Complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties.
- Special dining and wellness discounts.
Our Values
- Respect: We value the needs, ideas and individuality of others.
- Excellence: We make genuine connections and cherish every opportunity.
- Belonging: We celebrate our differences and support each other.
- Empowerment: We have authority to take initiative and anticipate moments.
- Integrity: We build trust through mutual respect and being authentic.
Diversity & Inclusion
- We are committed to creating an inclusive environment where diverse talent thrives.
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