Guest Relations Associate

Job Description/Specification:

Rosewood Doha is seeking a Guest Communication Agent to support its guest services operations and deliver a high standard of personalised hospitality. The role focuses on managing incoming calls, responding to guest requests, coordinating hotel communications, and ensuring that guest concerns are handled promptly and professionally.

The successful candidate will act as a central communication point between guests, hotel departments, and external callers. Responsibilities include handling telephone calls, WhatsApp messages and emails, recording guest preferences, arranging wake-up calls, following up on complaints, and supporting emergency communication procedures.

This opportunity is suited to candidates with strong communication skills, attention to detail, and an interest in working within an ultra-luxury hotel environment.

Key Responsibilities

The Guest Communication Agent will be responsible for managing daily communication activities, including:

• Answering incoming telephone calls within three rings using the correct greeting and professional telephone etiquette.

• Responding to guest requests received through telephone, email, and WhatsApp within the required 10-minute timeframe.

• Communicating with guests through the hotel's Glowing guest communication system.

• Conducting daily departure calls to collect feedback about the guest's stay and confirm departure times.

• Providing accurate information about hotel facilities, services, restaurants, operating hours, and daily activities.

• Transferring calls to the appropriate guests, employees, or hotel departments.

• Monitoring busy and unanswered telephone lines, updating callers, and offering to take messages when necessary.

• Recording and delivering guest messages accurately and activating or deactivating guestroom message indicators as required.

• Accepting, recording, and arranging guest wake-up calls.

• Managing call screening, Do Not Disturb requests, call forwarding, transfers, conference calls, and enquiries involving non-registered guests.

• Assisting callers with local and international telephone calls.

• Recording guest complaints and service issues in the Knowcross system.

• Raising Knowcross tickets for telephone system problems and monitoring their resolution.

• Following up on guest concerns to confirm that the required action has been completed and the guest is satisfied.

• Collecting guest preferences and updating individual guest profiles.

• Supporting emergency situations by acting as a central communication point for the hotel.

• Maintaining an organised workstation and ensuring that communication equipment is used correctly.

Qualifications and Skills

The supplied job description does not specify formal educational qualifications, a minimum number of years of experience, or mandatory professional certifications.

However, the responsibilities indicate that candidates should demonstrate:

• Strong verbal and written communication skills.

• Professional telephone etiquette and a courteous approach to guest interactions.

• Ability to manage multiple calls and requests efficiently.

• Attention to detail when recording messages, guest preferences, and service complaints.

• Confidence using computer systems and hotel communication platforms.

• Ability to communicate clearly with different hotel departments.

• A professional approach to resolving guest concerns and following up on service requests.

• Good knowledge of luxury hospitality service standards.

Experience with hotel communication systems such as Glowing and Knowcross would be relevant to the role.

Luxury Hospitality Standards

Guest Communication Agents are expected to maintain Rosewood Doha's service standards throughout every interaction. The role requires following departmental procedures, using approved language, avoiding slang, and anticipating guest needs even during busy periods.

The employee must also comply with Leading Quality Assurance (LQA) and Forbes standards. Maintaining guest confidentiality, accurate communication, and consistent follow-up are important parts of delivering a personalised luxury hospitality experience.

About the Employer: Rosewood Doha

<text weight="medium">Rosewood Doha</text> is a luxury hospitality destination inspired by Qatar's coral reefs. Located in Doha, the development combines hotel accommodation, serviced apartments, private residences, restaurants, lounges, wellness facilities, retail, and event spaces.

The property includes a 155-key hotel, 162 serviced apartments, and 276 private residences. It also features Asaya, described as Qatar's first members-only social wellness club, alongside Rosewood's Manor Club for Club Room and Suite guests.

Since opening in July 2025, Rosewood Doha has received international and regional recognition, including distinctions from the Michelin Guide, Forbes Travel Guide, and Qatar Tourism.

Associate Benefits and Career Development

Rosewood Doha highlights a range of benefits designed to support employees professionally and personally. These include:

• Competitive salary and benefits package.

• Associate accommodation in prime locations in Lusail and The Pearl.

• Birthday day off.

• Personalised development plans.

• Continuous learning and career development opportunities.

The hotel promotes an inclusive and supportive working environment where employees are encouraged to develop their skills, contribute ideas, and build meaningful hospitality careers.

Who Should Apply?

This opportunity may appeal to candidates interested in guest relations, hotel telephone operations, front office support, and luxury hospitality. Applicants who are comfortable handling high volumes of guest communication while maintaining professional service standards may be well suited to the position.

Candidates with strong attention to detail, a calm approach to complaints, and the ability to coordinate requests across multiple departments can bring valuable skills to this role.

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