Reservations & Royal Services Agent

About the Company

Become part of a prestigious hotel affiliated with the Accor network, encompassing over 45 brands, 5,500 hotels, and 10,000 restaurants and lifestyle venues globally. At this establishment, your contribution is valued and has the potential to foster personal growth and career progression. Every interaction you have helps create a positive and unforgettable experience for guests, colleagues, and the environment. Together, the team embodies a vision of responsible hospitality, encouraging employees to be Heartists® and lead with heartfelt dedication in an energetic world.

Role Overview

The Reservations & Royal Services Agent plays a crucial role in providing distinguished and customized service to guests throughout their journey—from pre-arrival reservations to post-stay follow-up. This position merges reservation management with luxury concierge services to ensure a flawless, memorable experience that exemplifies the standards at Raffles & Fairmont Doha.

Key Responsibilities

• Process guest reservations with accuracy and professionalism via phone, email, and digital platforms.
• Enhance room sales by proficiently applying upselling and cross-selling methods.
• Precisely input reservations and special guest preferences into the Property Management System (PMS).
• Stay informed about room categories, pricing, packages, and promotional offers.
• Collaborate closely with Front Office, Sales, and Revenue teams to confirm reservation validity.
• Serve as the primary contact for VIP clients, royal guests, and those on extended stays.
• Deliver tailored, anticipatory service that surpasses guest expectations.
• Respond to guest inquiries, requests, and complaints with tact and professionalism.
• Arrange additional guest services such as transport, dining bookings, special event preparations, and extra amenities.
• Maintain comprehensive guest profiles to facilitate personalized experiences.
• Ensure smooth handling of VIP arrivals, stays, and check-outs.
• Keep accurate documentation, reports, and guest data records.
• Adhere strictly to brand guidelines, standard operating procedures, and luxury service protocols.
• Uphold guest confidentiality and comply with data protection regulations.
• Coordinate with all hotel departments to deliver integrated and seamless guest services.
• Follow all established health, safety, and security regulations to maintain a secure environment.

Qualifications

• Preferred diploma or degree in Hospitality Management or related discipline.
• At least 1 to 2 years of proven experience in reservations or guest services within a luxury hotel or resort setting.
• Strong command of English; fluency in additional languages is an asset.
• Familiarity with Opera PMS or equivalent hotel management software is advantageous.