Guest Experience Agent

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

Seaside retreat in the heart of Qatar’s capital; experience the completely new Four Seasons Hotel Doha, reimagined with modern grandeur and sparkling with sunlight and sea views. From the elegant lobby to energetic restaurants and lounges, our beachfront urban retreat has been transformed into a vibrant hotspot, while remaining true to our Qatari roots. This stunning urban beachfront retreat opened in April 2005 in the heart of the business district, and has 237 rooms and 20 unbranded townhouse villas, a large Food and Beverage operation with 10 stunning venues including the world’s largest Nobu restaurant, significant banquets and outside catering, five pools and a private beach, fitness center, and a spa and wellness center offering guests expansive hydrotherapy facilities including an ice room, colour therapy room, steam room and hydrotherapy pool. The hotel completed a beautiful renovation in 2019 and re-opened in March 2020.

Our Team:

Our team is our greatest asset and the key to our success. We demonstrate our beliefs in the way we treat each other and by example, we set for one another. In all our interactions with our guests, customers, business associates and colleagues, we seek to deal with others as we would have them deal with us. Our team is built on mutual respect, collaboration, excellent service, and passion.

Job Description:

The Four Seasons Hotel Doha is looking for a Guest Experience Agent. The candidate must have a commitment and passion for ensuring the best in guest services and creating a welcoming first impression and lasting farewell. This position reports to the Guest Experience Manager. This is a highly visible role representing Four Seasons Hotel Doha and managing the day-to-day activities of the Guest Relations Team.

• Coordinates and liaises with various departments to ensure the hotel provides the highest level guest experiences
• Meets and greets arriving and departing guests; provides genuine hospitality and recognition, acts as host/hostess
• Maintains a harmonious and professional relationship with co-workers, supervisors and all departments
• Complies with and enforces Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact
• Develops healthy and happy relations with other front office team members in particular and all hotel employees in general
• Ensures all local and corporate policies, work rules and benchmark standards are properly applied
• Utilizes the guest recognition system appropriately for maximum guest recognition and satisfaction
• Develops guest connections and gains feedback from guests regarding their overall stay or specific issues, then actively seeks solutions to resolve problems
• Verifies arrival and departure details and arranges luggage handling, transportation, and other services requested by guests
• Prepares and double checks guest arrivals of the day; prepares welcome arrival packages (hotel map, jogging map, key packet, welcome card/letter, activities schedule, correct room assignment based on guest reservations)
• Prepares welcome card/letter for Four Seasons employees who stay on a complimentary stay or employee rate and obtains signature of Front Office Manager or Director of Rooms
• Performs smooth check-in and check-out processes based on benchmark standards
• Maintains a balanced bank assigned by the hotel. Makes change, cashes checks, exchanges foreign currency. Reconciles all transactions at the close of each shift
• Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries related to hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guests will be in person and by phone
• Actively reports glitches that occur during shift to Supervisor or Guest Relations Manager
• Accepts reservations, changes and cancellations in the absence of Reservations Department staff. Can answer guest calls and direct them appropriately in the absence of a Communications Operator
• Performs any additional duties as assigned by Guest Relations Manager, Front Office Manager or Director of Rooms
• Seeks opportunities for possible upselling to guests for higher room categories, Spa, Food and Beverages, and other hotel activities that generate revenue

Preferred Qualifications and Skills:

• Degree holder, preferably in hotel and restaurant management
• 2-4 years of experience as a Guest Relations Agent
• Excellent command of English; Arabic or Russian is an advantage

Our Offering:

• Opportunities to build a successful career with global potential
• Unique strong culture - diversity of 50 different nationalities
• Living accommodation in high quality, well-resourced apartments
• Excellent training and development opportunities
• Employee recognition programs
• Complimentary nights at Four Seasons Hotels worldwide
• Paid annual home leave tickets
• Complimentary meals in employee restaurants
• Free transportation to work
• Medical coverage

Work Authorization:

The hotel will apply for the work authorization for a successful candidate.