Guest Relations Associate

About Rosewood Doha

Rosewood Doha stands as a premier landmark inspired by Qatar's coral reefs, seamlessly combining ultra-luxury hospitality, residential living, gourmet dining, holistic wellness, exclusive retail, and special event experiences within a unified ecosystem. Its expansive property includes a 155-key hotel, 162 serviced apartments, 276 private residences, a variety of restaurants and lounges, expansive event spaces, and lifestyle offerings. It is also home to Asaya, Qatar's inaugural members-only social wellness club, and the distinctive Manor Club designed for Club Room and Suite guests. Since its inauguration in July 2025, the property has earned numerous regional and international honors, including recognition from the Michelin Guide, Forbes Travel Guide, and Qatar Tourism. As part of the global Rosewood Hotels & Resorts collection, the venue represents a new wave of luxury that transcends traditional hospitality, emphasizing lifestyle, community, and experience-driven destinations.

Why Work With Us?

At Rosewood Doha, we foster an environment where passion aligns with purpose, ensuring careers are meaningful. Our culture, anchored in Relationship Hospitality and the Make the Place ethos, empowers associates to bring their authentic selves, grow with confidence, curate unique experiences, and leave lasting legacies. We support our team through a competitive salary and benefits package, premium accommodation in prime Lusail and The Pearl locations, a birthday day off to celebrate personal milestones, and tailored development plans with ongoing learning to advance careers.

Primary Responsibilities

• Manage guest information in accordance with Rosewood's standards, ensuring privacy and accuracy.
• Ensure completion and timely updating of Guest preference forms before arrival and distribute relevant information to departments to fulfill guest requests.
• Record any issues or opportunities during guest stays systematically in Opera.
• Respond to guest queries via Glowing, phone, email, or in-person within the same day of receipt.
• Accurately maintain guest and company profiles within the Property Management System (PMS).
• Track and follow up on guest preferences and special requests, coordinating with appropriate departments to meet expectations.
• Maintain comprehensive knowledge of the hotel’s offerings including F&B promotions, room types, special guest programs, spa facilities, in-house events, guest arrivals and departures, especially VIPs.
• Extend warm and courteous welcomes to all guests, engaging naturally and spontaneously in conversation.
• Process incoming guest comments from online platforms such as Trust You and Tripadvisor, and document feedback systematically in guest profiles.
• Provide guests with informed guidance about local dining and tourist attractions during pre-arrival outreach.
• Conduct pre-arrival calls to transient guests following Standard Operating Procedures (SOPs).
• Prepare VIP guest profiles and distribute prior to arrival to designated hotel departments.
• Manage guest birthday notifications by sending personalized online cards.
• Prepare and monitor daily reports of guest activities.
• Collect and update guest contact details before arrival to personalize service.
• Pre-check and inspect VIP and special occasion rooms, ensuring all requested decorations and amenities are properly arranged.
• Coordinate preparation and delivery of welcome amenities including flowers, beverages, and pastries in a timely manner.
• Escort arriving guests to their rooms and conduct room orientation in line with SOPs.
• Ensure timely and accurate communication of guest information across departments, emphasizing confidentiality.
• Participate actively in daily briefings and meetings, reporting guest concerns and resolutions promptly.
• Uphold brand standards at all times to support successful audits and enhance hotel revenue through up-selling and pre-arrival communications.
• Maintain cleanliness and orderliness in the work environment and contribute to related projects as assigned.
• Fulfill additional tasks within reasonable limits and act as a brand ambassador, exemplifying company culture and values.
• Provide lobby coverage and support Lobby Host duties as required.

Standard Responsibilities

• Consistently comply with Rosewood company policies and procedures.
• Contribute to a positive work culture by embodying Rosewood's vision, mission, and values.
• Demonstrate excellent personal presentation and grooming standards.
• Exhibit hospitality skills in all guest and colleague interactions.