Job Description/Specification:
JW Marriott is seeking a professional and guest-focused Front Desk Agent to join its Rooms & Guest Services Operations team in West Bay, Doha, Qatar. This full-time, on-site position is responsible for delivering an exceptional arrival and departure experience while accurately managing reservations, room assignments, guest accounts, and payments.
The successful candidate will provide personalized guest service, coordinate closely with Housekeeping and other hotel departments, resolve guest concerns, and ensure all Front Office procedures are completed accurately and efficiently.
About This Role
The Front Desk Agent serves as a key point of contact for guests throughout their stay. The role requires strong communication, attention to detail, cash-handling accuracy, problem-solving skills, and the ability to remain professional in a fast-paced luxury hotel environment.
Key Responsibilities
- Process guest check-ins by confirming reservations, assigning rooms, and issuing and activating room keys.
- Handle check-out and various payment methods, including cash, credit cards, debit cards, checks, and room charges.
- Set up and maintain accurate guest accounts, including room charges, taxes, incidentals, shared accounts, and complimentary arrangements.
- Assist with payment-processing issues and coordinate solutions for declined or problematic transactions.
- Follow up with guests regarding service concerns and ensure satisfactory resolution.
- Coordinate with Housekeeping to monitor room readiness and ensure timely check-in.
- Block and assign rooms according to guest requirements, preferences, and special requests.
- Manage overbooking situations and assist in arranging suitable alternative accommodation when required.
- Coordinate with Bell Services, Housekeeping, and other departments to resolve guest requests and issues.
- Review shift handovers, daily memos, and logbooks to remain informed of operational matters.
- Maintain accurate records and prepare required Front Office documentation.
- Count and balance the cash bank at the beginning and end of each shift and process receipts according to accounting procedures.
- Anticipate guest needs and provide professional, personalized service.
- Handle telephone calls and written communication according to hotel standards.
- Maintain guest confidentiality and protect hotel and guest property.
- Follow Marriott policies, procedures, safety requirements, and quality standards.
- Support a positive and collaborative working environment.
- Perform other reasonable duties assigned by management.
Minimum Requirements
Education & Experience
- High school diploma or GED equivalent.
- Minimum 1 year of relevant hospitality or Front Office experience.
- Previous experience in a hotel reception, guest services, or reservations environment is preferred.
- No previous supervisory experience is required.
Preferred Skills
- Excellent verbal and written communication skills.
- Strong customer-service and guest-relations abilities.
- Good numerical and cash-handling skills.
- Strong attention to detail and accuracy.
- Effective problem-solving and decision-making skills.
- Ability to manage multiple guest requests in a busy hotel environment.
- Professional appearance and telephone etiquette.
- Ability to work effectively with diverse guests and colleagues.
- Flexibility to work shifts, weekends, and public holidays.
Technical Skills
- Front Office operations
- Guest check-in and check-out
- Reservation management
- Room assignment and blocking
- Payment and cash handling
- Guest account management
- Complaint handling and service recovery
- Room-status coordination
- Telephone and written communication
- Hotel PMS and Front Office systems
- Shift reporting and reconciliation
CV Tips for This Role
Highlight your Front Office, Reception, Guest Services, Reservations, hotel operations, payment processing, and guest-relations experience. Emphasise your ability to manage check-ins, room assignments, guest accounts, cash handling, complaints, and coordination with Housekeeping.
If you have experience with hotel PMS systems, mention the specific systems you have used. Candidates with Qatar or GCC luxury-hotel experience should clearly highlight the property, department, guest volume, and responsibilities handled.
Application Tips
Use ATS-friendly keywords such as Front Desk Agent, Front Office, Receptionist, Guest Services, Hotel Reception, Check-In, Check-Out, Reservations, Room Assignment, Guest Relations, Cash Handling, Payment Processing, PMS, Guest Experience, and Luxury Hospitality.
Demonstrate your ability to deliver accurate, professional, and personalized guest service while maintaining Marriott's standards for hospitality, confidentiality, safety, and operational excellence.