Overview
Guest Service Agent Jobs in Doha, Qatar at InterContinental Hotels Group
Job Responsibilities:
Be fully conversant with all hotel facilities and services.
Process check-in and check-out according to the hotel policies and procedures.
Complete the guest’s registration form and ensure all details are accurately captured.
Courteously and promptly handle all reservations inquiries on phone, emails, etc.
Act on flags and special requests.
Membership enrollment offered at any point of contact for non-member guests.
Ensure all guest complaints are dealt with immediately, then followed up according to the procedures and registered in the logbook.
Supervise the lobby area to ensure it is tidy at all times, including in-house music. Report and follow up on any defects and technical faults in the public areas.
Ensure maximum courtesy calls are given to arrivals and in-house guests to ensure guest satisfaction and record it in PMS.
Maintain detailed awareness of information regarding arrivals, their accommodation requirements, special needs, and expected departures of the day.
Follow up VIP reservations and issue VIP amenities and any other special service requests in accordance with hotel practices.
Prepare all records connected with pre-registration for VIPs, extended stays, and repeat guests.
Make morning/evening rounds in the hotel to gather feedback from guests and report them to management.
Sell hotel facilities and special events.
Answer queries on house facilities and places of tourist interest.
Assure accountability for cash float issued.
Maintain confidentiality regarding guest’s personal information.
Provide assistance to guests on all matters relating to their stay.
Act on any complaint received.
Responsible Business:
Possess a thorough knowledge of operations, cashiering, and telephone policies and procedures.
Prepare room discrepancy report and ensure a double-check is made with housekeeping and change of status.
Communicate all departures to housekeeping promptly.
Ensure that all irregularities are reported to your immediate supervisor.
Report metal & master keys not retrieved or lost to Front Office Manager.
Financial Return:
Ensure that the hotel’s credit and payment policy is adhered to at all times.
Follow up payment of in-house accounts.
People:
Oversee work performance of new GSAs regarding posting, auditing, and cash balance reporting.
Help train new hires on-the-job trainees (On the Job Training) and cross-trainees in the front office department.
General:
Communicate effectively with all other departments.
Attend meetings, training sessions, and any other required meeting or training session.
Identify opportunities to innovate service delivery and product offerings to meet and exceed client expectations.
Ensure safe work practices are adopted at all times and report any OHS concerns immediately to your direct manager or HR Manager.
Act on all client requests in accordance with service standards.
Maintain a professional and organized work environment.
Ensure accuracy of work, cash handling, and financials.
Exhibit personal presentation and commitment to the company’s core values.
Personal Characteristics:
Education:
High School or Bachelor Degree in Hotel and Restaurant Management or Tourism or any formal hospitality qualifications, desirable.
Experience:
Technical/Skills:
Competent in Word, Excel, PowerPoint, and hotel PMS.
Competent oral and written English communication skills.
Strong organizational and work coordinating skills to handle multiple assignments and projects.
Personal Attributes:
‘Can do’ attitude and a high level of energy.
Self-motivated and able to manage with strong initiative.
Professionally groomed.
Able to work under pressure and on a shift schedule.
Adaptable to change.
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Title: Guest Service Agent
Company: InterContinental Hotels Group
Location: Doha, Qatar
Category: Hospitality / Hotel / Catering, Customer Service/HelpDesk
