Guest Experience Expert (AYS Agent)

Position Overview

The Guest Experience Expert at Sheraton Hotels & Resorts in Doha is responsible for managing all guest interactions through various communication channels including telephone, email, chat, and mobile devices. This role involves attending to guest inquiries, requests, and concerns promptly and professionally to ensure an exceptional guest experience.

Key Responsibilities

• Answer, document, and handle guest questions and requests via phone, email, chat, and mobile communications.
• Manage telephone switchboard operations, handle wake-up call requests, and route calls to appropriate extensions.
• Accurately receive, log, and relay messages, ensuring timely communication.
• Record guest requests or problems into computer systems, notify the relevant departments (e.g., Bellperson, Housekeeping), and follow up to confirm resolution.
• Provide guests with information regarding room features, hotel amenities, and local attractions.
• Process room service orders, assist with menu inquiries, and record transactions within the point-of-sale system.
• Support guests in accessing internet services and in-room entertainment.
• Adhere to company policies and procedures including maintaining a professional appearance and confidentiality of proprietary information.
• Welcome guests warmly, anticipate and fulfill their service needs, assist individuals with disabilities, and express sincere appreciation towards guests.
• Use clear and professional communication methods and practice proper telephone etiquette.
• Foster positive relationships with colleagues and contribute collaboratively toward team goals.
• Comply with quality assurance standards and expectations.
• Perform physical tasks such as standing, sitting, walking during shifts, as well as moving light objects up to 10 pounds without aid.
• Undertake any additional duties as assigned by supervisors.

Qualifications

• Minimum education requirement is a high school diploma or G.E.D. equivalent.
• No previous related work or supervisory experience required.
• No specific licenses or certifications necessary.

Additional Information

The position is classified as non-management and is full-time located onsite at Al Corniche Street in Doha, Qatar. Sheraton Hotels & Resorts is an equal opportunity employer honoring diversity and inclusivity, actively fostering a work environment that respects individual differences and prohibits discrimination on any legally protected basis. Joining this role means becoming part of a global team dedicated to creating welcoming and memorable experiences for guests worldwide, under Marriott International's portfolio of brands.