Job Description

Roles & Responsibilities

We invite you to join the world of luxury hospitality at Raffles & Fairmont Doha as our new Reservations & Royal Service Agent.

As a Reservations & Royal Services Agent at Raffles Doha and Fairmont Doha, you will be responsible for delivering exceptional guest service through efficient handling of reservations, guest inquiries, and personalized assistance. Serving as a key point of contact for our guests, you will represent the elegance and service excellence of both Raffles and Fairmont by ensuring every interaction is handled with professionalism, warmth, and attention to detail.

You will play an integral role in creating seamless guest experiences by coordinating requests, managing communications, and supporting operational excellence across the hotel.

Key Responsibilities:

• Handle hotel reservations, amendments, cancellations, and related guest inquiries accurately and efficiently.
• Provide personalized and professional service to guests via telephone, email, and internal communication channels.
• Manage calls and ensure all guest requests are followed through promptly and courteously.
• Maintain thorough knowledge of hotel facilities, room categories, promotions, services, and local attractions.
• Coordinate with Front Office, Housekeeping, Concierge, Engineering, and other departments to ensure seamless guest experiences.
• Upsell hotel rooms, dining venues, and hotel services where appropriate to maximize revenue opportunities.
• Ensure all guest preferences, profiles, and special requests are accurately updated in the hotel systems.
• Handle guest concerns and complaints professionally, ensuring timely resolution and guest satisfaction.
• Monitor room availability and reservation accuracy in line with hotel standards and procedures.
• Maintain confidentiality of guest information and adhere to all company policies and brand standards.
• Support departmental administrative tasks and reporting requirements as assigned.
• Contribute to a collaborative team environment and uphold the luxury service culture of Raffles & Fairmont Doha.

Desired Candidate Profile

What will you bring to this role?

• Previous experience in Reservations, Guest Services, Front Office, or a similar customer service role within a luxury hotel environment preferred.
• Excellent verbal and written communication skills in English; additional languages are an advantage.
• Strong interpersonal and guest engagement skills with a passion for delivering exceptional service.
• Professional telephone etiquette and ability to manage guest interactions with confidence and empathy.
• Ability to multitask and work efficiently in a fast-paced environment while maintaining attention to detail.
• Proficiency in hotel systems such as Opera PMS and Microsoft Office applications preferred.
• Strong organizational and problem-solving abilities.
• Ability to work collaboratively within a diverse team environment.
• Flexibility to work rotating shifts, weekends, and public holidays as required.
• Embrace the Raffles and Fairmont brand promise and luxury in your role and in all your interactions.
• Foster an inclusive environment where every individual feels valued and respected.
• Create an environment where colleagues are empowered, supported and recognized.