Guest Experience Expert - Guest Relations

About the role

The Ritz-Carlton, Doha is looking for a Guest Experience Expert - Guest Relations to provide personalized service, anticipate guest needs and handle requests and concerns across the guest journey. The role involves moving around the hotel and building memorable luxury experiences that meet Marriott International and The Ritz-Carlton service standards.

Key responsibilities

• Welcome guests warmly, provide personalized service and anticipate their needs; maintain a visible presence in public areas
• Ensure exceptional experiences for VIP, repeat and loyalty program guests
• Handle inquiries, requests and complaints professionally, coordinate special arrangements and follow up to recover service
• Build emotional connections with guests to foster loyalty
• Work closely with Front Office, Housekeeping, Concierge and Food & Beverage, and keep guest profiles and preferences accurate
• Assist with arrivals, departures and rooming of VIP guests, and track all guest requests
• Maintain guest activity and feedback reports, records of preferences and incidents, and support guest satisfaction initiatives
• Uphold Marriott and Ritz-Carlton service standards and promote hotel facilities and revenue-generating outlets

Required profile

• High School Diploma, Hospitality Diploma or equivalent
• Previous experience in Guest Relations, Front Office, Concierge, Reception or Customer Service preferred; luxury hotel experience is an advantage; Marriott experience preferred
• Ability to stand, walk and move around guest-facing areas for extended periods, and flexibility to work shifts, weekends and public holidays

Required skills

• Excellent verbal and written communication in English
• Proficiency in Microsoft Office and hotel operating systems
• Additional languages highly desirable

What we offer

• A career within a prestigious luxury brand, with personal and professional development plans and internal growth opportunities
• Competitive package including accommodation, flights, transportation, meals and more
• Training and leadership development, recognition and rewards, and preferential Marriott members rates
• Dining and wellness discounts for family and medical insurance coverage