Job Description

Roles & Responsibilities

We are seeking a warm, proactive, and service-driven Guest Service Agent (GSA) to join our hotel team in Doha. As part of the Front Office department, you will be responsible for delivering exceptional guest experiences from arrival to departure. The ideal candidate will have strong communication skills, a guest-focused attitude, and the ability to handle multiple tasks while maintaining high service standards.

Welcome guests with a warm, professional greeting and assist with check-in and check-out procedures. Handle room assignments, key issuance, and update guest preferences accurately in the PMS. Assist guests with inquiries, special requests, and hotel information to ensure a comfortable stay. Coordinate with Housekeeping and Engineering to ensure room readiness, maintenance follow-ups, and guest requests are completed promptly. Upsell room categories and promote hotel services to maximize revenue. Manage incoming calls, messages, and guest requests in a timely and courteous manner. Coordinate with Concierge, Reservations, and other hotel departments to ensure smooth operations. Provide accurate information regarding hotel facilities, dining options, transportation, and nearby attractions. Handle guest feedback and concerns professionally, offering solutions or escalating issues to the Duty Manager when necessary. Follow up with guests on special requests, complaints, and service recovery actions. Process guest payments, room charges, deposits, and refunds accurately. Maintain proper documentation, reports, and shift handover notes. Ensure the lobby and front desk area remain clean, organized, and presentable at all times. Adhere to hotel security, safety, and confidentiality protocols. Verify guest identification, maintain visitor logs, and follow standard front-office procedures. Follow brand standards and service guidelines at all times.

Desired Candidate Profile

• Previous experience as a Guest Service Agent, Front Desk Agent, or in a hotel customer service role.
• Strong communication and interpersonal skills with a guest-first attitude.
• Proficiency in hotel PMS (e.g., Opera/Fidelio) is highly preferred.
• Good computer skills; proficiency in Microsoft Office applications.
• Fluency in English; Arabic or other languages are an advantage.
• Ability to multitask, stay calm under pressure, and work in a fast-paced hotel environment.
• Professional appearance, grooming, and positive attitude.
• Strong problem-solving skills and attention to detail.
• High school diploma or equivalent; hospitality-related qualifications are preferred.
• Willingness to work shifts, weekends, and public holidays.