Guest Experience Agent - Luxury Resort

About the role

A luxury resort in Dukhan, part of the Accor network, is looking for a Guest Experience Agent. The agent delivers personalized, memorable guest experiences from arrival to departure, acting as an ambassador of the resort's hospitality philosophy. The role covers guest arrivals and departures, inquiries, coordination with departments and front office operations.

Key responsibilities

• Welcome guests personally, manage check-in and check-out, review arrivals, departures, VIPs and special requests, and escort guests to their villas
• Handle guest inquiries, resolve complaints with empathy and follow up on requests
• Maintain guest profiles, recognize VIPs and special occasions, and promote a welcoming, inclusive environment
• Inform guests about resort facilities, dining, wellness and activities, assist with reservations and coordinate with F&B, Spa & Wellness, Housekeeping and others
• Perform front office duties such as reservations verification, registration, billing, cashiering and PMS record keeping
• Follow LQA and Forbes Travel Guide service standards, take part in quality assessments and audits, and protect guest data and privacy
• Seek guest feedback, record complaints and incidents, and share recurring concerns with management
• Comply with company policies and Qatar regulations, verify guest identification and report safety issues to the Security Team
• Work closely with Housekeeping, Engineering, F&B, Spa & Wellness and Security, and cover shifts, weekends and public holidays

Required profile

• Diploma or bachelor's degree in Hospitality Management, Tourism or Hotel Management preferred
• 1-2 years of experience in Front Office, Guest Relations or Guest Experience, preferably in a luxury hotel or resort
• Experience in a five-star hotel, boutique luxury resort or lifestyle brand is an advantage
• Excellent English communication; additional languages are an advantage
• Ability to work shifts, weekends and public holidays

Required skills

• Familiarity with LQA, Forbes Travel Guide or other luxury service standards desirable
• Experience with hotel property management systems, preferably Opera
• Strong interpersonal skills, complaint handling and attention to detail

What we offer

• A competitive package and opportunities for development
• Discounts across the Ennismore family of brands