Guest Experience Agent

Company Overview

Fairmont Hotels & Resorts is part of an international luxury hospitality group with 90 distinctive properties already operating and 34 more in development across 30 countries. Its portfolio stretches from Hawaii’s coastlines and Canada’s national parks to central London and the deserts of the United Arab Emirates.

About Fairmont Doha

Fairmont Doha delivers a blend of contemporary luxury and enduring hospitality from its landmark home at Katara Towers in Lusail. The hotel represents modern sophistication, lively energy, and sincere service, all shaped by a globally recognized luxury brand.

The team is focused on creating memorable moments that capture both the character of Doha and the warmth of genuine hospitality. Colleagues are encouraged to serve with attention, pride, and thoughtful care so that each guest experience feels personal and memorable.

Application Process

After you submit your application, you will receive an email from AssessFirst. You must create a profile and complete a questionnaire for your candidacy to move forward, as this step is required to assess suitability for the role and the brand’s culture of luxury excellence.

Role Summary

Fairmont Doha is looking for a Guest Experience Agent to serve as a central contact during the guest stay. In this role, you will shape personalized experiences, stay attentive to guest needs, and ensure every interaction reflects the standards of luxury service that the brand is known for.

The position calls for someone who is genuinely passionate about hospitality, performs well in a busy luxury setting, and enjoys creating exceptional moments that leave a lasting impression.

Key Responsibilities

• Provide warm, refined, and engaging service that follows Fairmont brand standards and the Fairmont Service Promise.
• Identify guest preferences early and tailor experiences to suit individual needs throughout the stay.
• Greet and interact with guests in shared areas while maintaining a visible, welcoming presence.
• Respond to questions, requests, and complaints quickly, professionally, and with empathy.
• Arrange special celebrations, VIP welcomes, amenities, and customized guest touches.
• Take responsibility for service recovery and resolve issues in a timely and considerate way.
• Keep guest profiles and preference records current in the hotel system to improve future visits.
• Work in coordination with Front Office, Concierge, Housekeeping, Food & Beverage, and other teams to deliver smooth service.
• Follow up with guests proactively to check satisfaction and exceed expectations.
• Confidently present hotel facilities, services, and loyalty programs.
• Maintain excellent grooming, communication, and luxury hospitality etiquette at all times.
• Contribute to ongoing service improvements by sharing guest feedback and observations.

Candidate Profile

• Prior background in Guest Relations, Front Office, or luxury hospitality is preferred.
• Strong verbal and interpersonal communication skills, along with a naturally approachable personality.
• Good judgment, problem-solving ability, and emotional awareness.
• Ability to stay composed, polished, and detail-focused in a high-pressure environment.
• Working knowledge of Opera PMS or a similar hotel management system is an advantage.
• Strong command of English is required; additional languages are an asset.
• Genuine enthusiasm for delivering outstanding guest experiences and building meaningful connections.

Employee Benefits

Team members can access a variety of colleague perks, including complimentary upgrades, extended stays, discounted stays at Fairmont and Raffles properties, and special savings on dining and wellness. Additional benefits are designed to support and reward employees for their contribution.

Values and Culture

Respect: Valuing each person’s needs, ideas, and individuality while treating everyone fairly and with dignity.

Excellence: Building genuine connections and taking every opportunity to make people feel valued.

Belonging: Celebrating differences and standing together with mutual support.

Empowerment: Being trusted to take initiative and notice the moments that create unforgettable experiences.

Integrity: Creating trust through authenticity and mutual respect.

Diversity and Inclusion

The organization is committed to maintaining an inclusive workplace where people from all backgrounds are welcomed and supported to succeed.