Job Description/Specification:
Tivoli Hotels is seeking a customer-focused hospitality professional for a guest services role at its Doha property. The position is suited to candidates who enjoy interacting with guests, answering questions, resolving concerns, and delivering attentive service throughout the guest experience.
The role focuses on anticipating guest needs, providing accurate information about hotel facilities and services, and ensuring that guest requests are handled promptly. The successful candidate will need to understand the hotel's accommodation options, room rates, food and beverage outlets, spa promotions, and other available facilities so they can offer relevant assistance.
Working closely with other hotel departments is also an important part of the position. Candidates should demonstrate professionalism, strong communication skills, and a genuine commitment to guest satisfaction.
Key Responsibilities
Guest Relations and Customer Service
Providing a welcoming and helpful experience is central to this role. The guest services employee is expected to recognise guest needs, respond to enquiries, and help resolve concerns in a professional and attentive manner.
Key responsibilities include:
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Anticipating guest requirements and responding to questions promptly.
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Taking personal responsibility for the quality of service delivered to guests.
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Following up on guest concerns to ensure that issues are addressed within an appropriate timeframe.
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Suggesting suitable alternatives or services based on individual guest preferences.
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Maintaining a courteous, helpful, and professional approach during guest interactions.
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Ensuring that guest satisfaction remains a priority throughout the service experience.
The ability to listen carefully, understand requests, and communicate possible solutions clearly can help create positive guest experiences and encourage repeat visits.
Knowledge of Hotel Facilities and Services
Employees must develop a thorough understanding of the hotel's products and facilities to provide accurate information and useful recommendations.
This includes familiarity with room categories, rates, room features, hotel amenities, food and beverage outlets, spa promotions, and relevant services offered by other properties within the hotel group.
A strong knowledge of available services allows the employee to answer questions confidently and help guests choose options that suit their needs. Staying informed about current promotions and facilities is therefore an important part of the job.
Coordination with Hotel Departments
Guest services often requires cooperation with different departments to ensure that requests and concerns are handled efficiently.
The employee is expected to develop positive working relationships with colleagues throughout the hotel, communicate guest requirements clearly, and coordinate follow-up when assistance from another department is needed.
Effective teamwork helps reduce delays, improves communication, and supports consistent service standards across the property.
Training and Professional Development
Participation in daily shift briefings, hotel events, and training sessions is part of the role. These activities help employees stay informed about hotel operations, service expectations, and relevant developments.
Candidates should be willing to learn, improve their professional skills, and contribute ideas that may enhance the guest experience.
Qualifications and Skills
The supplied job description highlights the following preferred qualifications and abilities:
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A strong customer service focus.
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Previous experience in hotel front office operations is preferred.
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Excellent communication and interpersonal skills.
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English language proficiency; Arabic fluency is an advantage.
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Flexibility to work shifts, weekends, and public holidays.
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Proficiency in Microsoft Office applications.
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Familiarity with current hotel Property Management Systems (PMS) is preferred.
Previous experience in reception, guest relations, front office operations, or other customer-facing hospitality positions may be useful. Candidates who can communicate clearly, handle enquiries professionally, and work effectively with different departments may be well suited to the role.
About Minor Hotels and Tivoli
Minor Hotels is an international hotel owner, operator, and investor with a portfolio of more than 530 properties across over 50 countries. Its brands include Anantara, Avani, Elewana, Oaks, NH Hotels, NH Collection, nhow, and Tivoli.
The group operates across Asia Pacific, the Middle East, Africa, the Indian Ocean, Europe, and South America, serving a wide range of travellers through its hospitality brands.
Tivoli is part of this international portfolio, offering hospitality experiences supported by professional service and attention to guest needs.
Is This Guest Services Opportunity Right for You?
This opportunity may suit hospitality professionals who enjoy helping people, communicating with guests, and coordinating services in a hotel environment. Candidates with front office experience, knowledge of hotel management systems, and a proactive approach to resolving guest concerns may have an advantage.
A combination of service awareness, hotel product knowledge, teamwork, and professional communication will be important for contributing to guest satisfaction at Tivoli in Doha.