Job Description/Specification:
Mövenpick Hotel Doha, part of the globally renowned Accor Group, is looking for a professional and customer-focused Guest Service Agent (GSA) to join its Front Office team in Doha, Qatar. This role is responsible for delivering exceptional guest experiences by providing efficient front desk services and ensuring every guest enjoys a seamless stay from arrival to departure.
The ideal candidate will have excellent communication skills, a passion for hospitality, and the ability to multitask in a fast-paced hotel environment while maintaining the highest standards of guest service.
About This Role
As a Guest Service Agent, you will manage guest check-ins and check-outs, handle reservations and payments, coordinate with hotel departments, resolve guest concerns, and promote hotel services while ensuring an outstanding guest experience.
Key Responsibilities
🏨 Guest Services
- Welcome guests and manage check-in and check-out procedures.
- Handle room assignments, key issuance, and guest profile updates.
- Respond promptly to guest inquiries and special requests.
- Provide information about hotel facilities, services, and local attractions.
🛎️ Front Office Operations
- Manage guest reservations, payments, deposits, refunds, and room charges.
- Maintain accurate front office records and shift handover reports.
- Ensure the reception and lobby areas remain clean and organized.
- Follow hotel policies, brand standards, and operational procedures.
🤝 Guest Relations
- Handle guest feedback and resolve complaints professionally.
- Follow up on guest requests and service recovery actions.
- Deliver personalized service to maximize guest satisfaction and loyalty.
- Promote room upgrades and hotel services to increase revenue.
🔄 Coordination & Compliance
- Coordinate with Housekeeping, Engineering, Concierge, and Reservations teams.
- Ensure rooms are ready for guest arrivals.
- Follow hotel safety, security, and confidentiality procedures.
- Verify guest identification and maintain accurate visitor records.
Minimum Requirements
Education
- High school diploma or equivalent.
- Hospitality qualification or diploma is preferred.
Experience
- Previous experience as a Guest Service Agent, Front Desk Agent, Receptionist, or in a hotel customer service role.
- Experience with international hotel brands is an advantage.
Preferred Skills
- Strong customer service and communication skills.
- Ability to multitask and work under pressure.
- Excellent problem-solving and interpersonal abilities.
- Professional appearance and positive attitude.
- Willingness to work shifts, weekends, and public holidays.
- Fluency in English; Arabic or additional languages are an advantage.
Technical Skills
- Opera PMS / Fidelio
- Property Management Systems (PMS)
- Front Office Operations
- Hotel Reservations
- Guest Check-in & Check-out
- Cash Handling & Payment Processing
- Microsoft Office Suite
- Customer Service Systems
- Hotel Sales & Upselling
Core Competencies
- Customer Service Excellence
- Communication
- Teamwork
- Attention to Detail
- Problem Solving
- Time Management
- Relationship Building
- Adaptability
- Sales Orientation
- Professionalism
Who Can Apply?
This opportunity is suitable for professionals currently working as:
- Guest Service Agent
- Front Desk Agent
- Hotel Receptionist
- Front Office Associate
- Guest Relations Officer
- Reception Executive
- Front Office Executive
- Customer Service Representative
- Reservations Agent
- Hospitality Associate
Professionals from the Hospitality, Hotels, Resorts, Tourism, Luxury Hospitality, and Customer Service industries are encouraged to apply.
CV Tips
Highlight:
- Front office or hotel guest service experience.
- Experience using Opera, Fidelio, or other PMS platforms.
- Guest relations and complaint resolution achievements.
- Cash handling and reservation management experience.
- Language skills and upselling experience.
Application Tips
- Highlight your hospitality and customer service achievements.
- Showcase experience with hotel PMS and reservation systems.
- Demonstrate your ability to multitask in a fast-paced environment.
- Include any multilingual skills and upselling experience.
- Optimize your CV with ATS-friendly hospitality and front office keywords.
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