Butler Service Desk Agent

Position Overview

The Butler Service Desk Agent role involves effectively managing guest communications through multiple channels including telephone, email, chat, and mobile devices. The agent will operate the telephone switchboard, manage wake-up call requests, and ensure calls are properly routed to relevant departments. Responsibilities include logging guest requests, coordinating follow-ups to guarantee satisfaction, and providing comprehensive information on room features, amenities, and local attractions. Assisting guests with room service orders and entertainment or internet access is also required.

Key Responsibilities

• Handle guest requests, questions, and concerns promptly and professionally via various communication modes.
• Operate telephone systems, arrange wake-up calls, and transfer calls to appropriate staff.
• Record and transmit messages accurately while documenting guest issues in computer systems.
• Coordinate with departments such as Bellperson and Housekeeping to fulfill guest requirements.
• Provide detailed information about hotel rooms, facilities, and nearby points of interest.
• Assist guests with ordering room service, menu inquiries, and recording transactions in the point-of-sale system.
• Support guests in accessing internet and entertainment services in their rooms.

Standards and Conduct

• Adhere strictly to company policies, maintain a clean and professional appearance, and safeguard confidential information and company assets.
• Welcome guests warmly, anticipate their needs, offer assistance to individuals with disabilities, and express genuine gratitude.
• Communicate clearly and professionally while practicing telephone etiquette.
• Build and sustain positive working relationships within the team to achieve common objectives.
• Meet quality assurance standards and be physically capable of standing, sitting, or walking for long periods and handling objects up to 10 pounds without aid.
• Perform additional duties as assigned by supervisors.

Qualification Requirements

• Minimum educational qualifications include a high school diploma or equivalent GED.
• No prior related work or supervisory experience is necessary.
• No licenses or certifications required.

Additional Information

• Meals are provided both during duty hours and on days off.
• Accommodation is offered if needed.
• This position is classified under Rooms & Guest Services Operations and is a non-management role.
• Located in Doha West Bay, Qatar, the position demands physical presence (onsite work).
• St. Regis Hotels & Resorts is committed to equal opportunity employment and values diversity and inclusion.
• The brand emphasizes luxurious, bespoke service inspired by its rich heritage and contemporary style.