Reservations & Royal Services Agent

About the role

The Reservations & Royal Services Agent delivers personalized, high‑end service to guests of Raffles & Fairmont Doha before, during and after their stay. Working closely with the front office, sales and revenue teams, you will ensure every reservation and VIP request is handled flawlessly, reflecting the brand’s luxury standards.

Key responsibilities

• Process guest reservations accurately via phone, email and online channels, entering all details and special requests into the PMS.
• Upsell rooms, packages and ancillary services to maximise revenue while respecting guest preferences.
• Act as the single point of contact for VIP, royal and long‑stay guests, coordinating transportation, dining, events and in‑room amenities.
• Maintain up‑to‑date knowledge of room types, rates, promotions and packages.
• Collaborate with Front Office, Sales and Revenue departments to ensure reservation accuracy and seamless service delivery.
• Handle guest inquiries, complaints and requests with discretion and professionalism, ensuring confidentiality of guest data.

Required profile

• Diploma or degree in Hospitality Management or a related field (preferred).
• Minimum 1–2 years of experience in reservations or guest services within a luxury hotel or resort.
• Excellent English communication skills; additional languages are a plus.

Required skills

• Proficiency with Opera PMS or similar property management systems.
• Strong attention to detail and ability to manage multiple guest profiles simultaneously.