Guest Experience Agent

About the role

Fairmont Doha, a luxury hotel in the Katara Towers in Lusail, Qatar, is looking for a Guest Experience Agent. The agent delivers personalized luxury hospitality by welcoming guests, anticipating their needs, handling inquiries and requests, resolving concerns and ensuring every interaction meets Fairmont's service standards. The role coordinates with other departments, arranges VIP amenities and special occasions, maintains guest preferences and follows up on guest satisfaction.

Key responsibilities

• Welcome and engage guests warmly and professionally
• Anticipate guest needs and deliver personalized experiences
• Handle guest inquiries, requests and complaints efficiently
• Coordinate VIP arrivals, amenities and special occasions
• Resolve guest concerns and ensure effective service recovery
• Maintain accurate guest profiles and preferences
• Coordinate with Front Office, Concierge, Housekeeping and Food & Beverage teams
• Promote hotel facilities, services and loyalty programs
• Follow up with guests to ensure satisfaction
• Maintain Fairmont's luxury hospitality and service standards

Required profile

• High school diploma or bachelor's degree in Hospitality Management or a related field
• Previous experience in luxury hospitality or guest relations is an advantage
• Fluency in English; additional languages are an advantage
• Professional appearance and positive attitude
• Flexibility to work shifts, weekends and public holidays

Required skills

• Excellent verbal and written communication and strong customer service and interpersonal skills
• Knowledge of luxury hotel operations and service standards
• Ability to handle guest complaints professionally
• Proficiency in Microsoft Office and hotel management systems such as Opera PMS/Cloud
• Organizational, multitasking, attention to detail and problem-solving skills

What we offer

• Complimentary upgrades and extended stays
• Discounted stays across Fairmont and Raffles properties
• Special dining and wellness discounts