Company Description
Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.
Take the opportunity to become a Heartist, and let your heart guide you in this world where life beats faster.
Job Description
The Reservations & Royal Services Agent is responsible for delivering exceptional, personalized service to guests before, during, and after their stay. This role combines reservations handling with luxury concierge-style support, ensuring a seamless and memorable guest experience that reflects the standards of Raffles & Fairmont Doha.
Key Responsibilities
- Handle guest reservations accurately and professionally via phone, email, and online systems
- Maximize room revenue through effective upselling and cross-selling techniques
- Ensure all reservations are entered correctly into the PMS, including special requests and preferences
- Maintain up-to-date knowledge of room types, rates, packages, and promotions
- Coordinate with Front Office, Sales, and Revenue teams to ensure reservation accuracy
- Act as a single point of contact for VIP, Royal, and long-stay guests
- Deliver personalized and anticipatory service, exceeding guest expectations
- Handle guest inquiries, requests, and complaints with professionalism and discretion
- Coordinate guest arrangements such as transportation, dining reservations, special occasions, and amenities
- Maintain detailed guest profiles and preferences to enhance personalized service
- Ensure VIP arrivals, in-house stays, and departures are flawlessly managed
- Maintain accurate records, reports, and guest information
- Follow brand standards, SOPs, and luxury service etiquette at all times
- Ensure confidentiality and data protection of guest information
- Liaise closely with all hotel departments to ensure seamless service delivery
- Adhere to health, safety, and security policies
Qualifications
- Diploma or degree in Hospitality Management or related field preferred
- Minimum 12 years of experience in reservations, guest services in a luxury hotel and/or resort
- Excellent English communication skills; Fluency in other languages is an advantage
- Knowledge of Opera PMS or similar systems is an advantage
