Guest Service Agent
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Key skills for this role
About the Role
Responsible for delivering exceptional guest experiences, managing inquiries, coordinating with departments, and maintaining high service standards in a hotel environment.
Key Skills for This Role
Responsibilities
- Welcome guests with a warm, professional greeting and assist with check in and check out procedures
- Handle room assignments, key issuance, and update guest preferences accurately in the PMS
- Assist guests with inquiries, special requests, and hotel information
- Coordinate with Housekeeping and Engineering to ensure room readiness and maintenance follow ups
- Upsell room categories and promote hotel services to maximize revenue
- Manage incoming calls, messages, and guest requests in a timely and courteous manner
- Coordinate with Concierge, Reservations, and other hotel departments to ensure smooth operations
- Provide accurate information regarding hotel facilities, dining options, transportation, and nearby attractions
- Handle guest feedback and concerns professionally, offering solutions or escalating issues to the Duty Manager
- Process guest payments, room charges, deposits, and refunds accurately
- Maintain proper documentation, reports, and shift handover notes
- Ensure the lobby and front desk area remain clean, organized, and presentable
Requirements
- Strong communication skills
- Guest focused attitude
- Ability to handle multiple tasks
Full Job Posting
Job Overview
- We are seeking a warm, proactive, and service driven Guest Service Agent (GSA) to join our hotel team in Doha.
- As part of the Front Office department, you will be responsible for delivering exceptional guest experiences from arrival to departure.
- The ideal candidate will have strong communication skills, a guest focused attitude, and the ability to handle multiple tasks while maintaining high service standards.
Key Responsibilities
- Welcome guests with a warm, professional greeting and assist with check in and check out procedures.
- Handle room assignments, key issuance, and update guest preferences accurately in the PMS.
- Assist guests with inquiries, special requests, and hotel information to ensure a comfortable stay.
- Coordinate with Housekeeping and Engineering to ensure room readiness, maintenance follow ups, and guest requests are completed promptly.
- Upsell room categories and promote hotel services to maximize revenue.
- Manage incoming calls, messages, and guest requests in a timely and courteous manner.
- Coordinate with Concierge, Reservations, and other hotel departments to ensure smooth operations.
- Provide accurate information regarding hotel facilities, dining options, transportation, and nearby attractions.
- Handle guest feedback and concerns professionally, offering solutions or escalating issues to the Duty Manager when necessary.
- Follow up with guests on special requests, complaints, and service recovery actions.
- Process guest payments, room charges, deposits, and refunds accurately.
- Maintain proper documentation, reports, and shift handover notes.
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