Guest Experience Agent

About the role

A hotel belonging to the Accor network (Our Habitas Ras Abrouq, Dukhan, Qatar) is looking for a Guest Experience Agent. The agent delivers personalized, memorable guest experiences from pre-arrival to departure, acting as an ambassador of the resort and its philosophy of hospitality, culture and human connection. The role covers arrivals and departures, guest relations, front office operations and luxury service standards.

Key responsibilities

• Deliver a warm, personalized welcome and manage check-in and check-out accurately; review daily arrivals, departures, VIPs and special requests.
• Escort guests to their villas, coordinate luggage handling and ensure departure formalities such as billing and payment are completed.
• Build relationships with guests, anticipate their needs, maintain guest profiles and handle inquiries, requests and complaints with empathy.
• Inform guests about facilities, dining, wellness and activities, help with reservations and appointments, and recommend experiences.
• Perform front office duties: verify reservations, register guests, process billing and cashiering, keep PMS records accurate, answer calls and messages, and hand over requests between shifts.
• Follow LQA and Forbes Travel Guide service standards, take part in quality assessments and audits, and follow up on service recovery.
• Ensure compliance with company policies and Qatar regulations, verify guest identification, protect guest data and follow safety and security procedures.
• Work closely with Housekeeping, Engineering, Food & Beverage, Spa & Wellness and Security, and support colleagues during busy periods.

Required profile

• Diploma or bachelor's degree in Hospitality Management, Tourism, Hotel Management or a related field is preferred.
• At least 1-2 years of experience in Front Office, Guest Relations or Guest Experience, preferably in a luxury hotel or resort.
• Warmth, professionalism, attention to detail and a proactive approach to anticipating guest needs.