Guest Experience Agent

About the role

The Guest Experience Agent at Our Habitas Ras Abrouq delivers personalized, memorable guest experiences from pre-arrival to departure. As an ambassador of the resort, the agent manages arrivals and departures, handles inquiries and requests, coordinates guest experiences and ensures smooth communication across departments, while maintaining luxury hospitality 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, recognize VIPs and special occasions, and resolve complaints with empathy
• Maintain accurate guest profiles and follow up on requests to ensure satisfaction
• Inform guests about facilities, dining, wellness and activities, help with reservations and appointments, and recommend experiences
• Perform front office duties: verify reservations, register guests, handle billing and cashiering, and keep guest data and transactions in the Property Management System (PMS)
• Answer calls, emails and messages, coordinate room readiness and hand over requests between shifts
• Deliver service in line with LQA and Forbes Travel Guide standards, take part in quality assessments and audits, and protect guest privacy
• Seek and record guest feedback, escalate unresolved issues and share recurring concerns with management
• Comply with company policies and Qatar regulations, verify guest identification and report safety concerns to the Security Team
• Work with Housekeeping, Engineering, Food & Beverage, Spa & Wellness and other departments, 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
• Minimum 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 hospitality brand is an advantage