Job Description/Specification:
Four Seasons Hotel Doha is seeking a professional and guest-focused Core Agent to join its Guest Services team. The role is central to delivering seamless guest experiences by managing calls, requests, messages, reservations, and communication between guests and hotel departments.
About the Role
The Core Agent serves as an important communication link across the hotel, ensuring guest requests are handled promptly, accurately, and professionally. The position requires strong hospitality skills, attention to detail, local knowledge, and the ability to manage multiple requests while maintaining Four Seasons service standards.
Key Responsibilities
- Handle incoming calls, guest requests, messages, and faxes professionally and efficiently.
- Build positive guest relationships and proactively identify opportunities to exceed expectations.
- Respond to guest inquiries regarding hotel facilities, services, events, operating hours, and local attractions.
- Manage guest complaints and special requests, ensuring appropriate follow-up and resolution.
- Accurately log and track guest requests through completion.
- Monitor FS Messenger and coordinate requests with relevant departments.
- Prepare the daily Glitch Report and communicate outstanding issues during briefings.
- Coordinate pre-arrival and post-stay guest correspondence, particularly for VIP and Elite Guests.
- Review daily arrivals and coordinate arrangements for VIPs, groups, return guests, and Special Attention Guests.
- Inspect VIP and Special Attention guestrooms to ensure readiness and service standards.
- Review reservations prior to arrival and verify guest preferences, requirements, and special requests.
- Ensure guest emails, reservation confirmations, and pre-arrival communications are accurate and professional.
- Maintain effective communication with internal departments to ensure a seamless guest experience.
Minimum Requirements
- Minimum 2 years of relevant experience in guest services, hotel communications, telephone operations, reservations, or a similar hospitality role.
- Excellent spoken and written English.
- Strong customer service and interpersonal skills.
- Professional communication skills with guests, colleagues, and external parties.
- Ability to handle multiple tasks efficiently in a fast-paced luxury hospitality environment.
- Strong attention to detail and follow-up skills.
- Good knowledge of Microsoft Word, Excel, PowerPoint, Internet applications, and Micros.
- Strong problem-solving skills and a genuine passion for guest satisfaction.
Key Skills
Guest Relations | Hotel Operations | Telephone Etiquette | Guest Requests | VIP Services | Reservations | FS Messenger | Customer Service | Complaint Resolution | Communication | Microsoft Office | Micros | Hospitality
What Four Seasons Offers
- Career development opportunities with global exposure
- Diverse and inclusive workplace
- High-quality employee accommodation
- Training and professional development programs
- Employee recognition initiatives
- Complimentary stays at Four Seasons properties worldwide
- Paid annual home leave tickets
- Complimentary meals
- Transportation to and from work
- Medical coverage