Reservations & Royal Services Agent

About the Company

Be part of a prestigious hotel under the Accor group, encompassing over 45 brands, 5500 hotels, and 10,000 restaurants worldwide. The organization values every individual's contribution towards creating exceptional customer experiences, fostering career growth, and promoting responsible hospitality practices.

Role Overview

The Reservations & Royal Services Agent plays a dual role involving managing guest bookings and providing high-end concierge services to ensure a flawless and memorable experience for guests of Raffles & Fairmont Doha. This position demands impeccable service delivery before, during, and after guest stays.

Primary Responsibilities

• Process guest reservations efficiently through phone, email, and digital platforms.
• Apply upselling and cross-selling strategies to optimize room revenue.
• Accurately input all booking details, including special guest requests, into the Property Management System (PMS).
• Stay informed about room categories, pricing, packages, and promotions.
• Collaborate closely with Front Office, Sales, and Revenue departments to maintain booking integrity.
• Serve as the dedicated contact point for VIPs, Royal guests, and extended-stay clients.
• Provide anticipatory and bespoke services exceeding guest expectations.
• Professionally manage inquiries, requests, and complaints while respecting guest confidentiality.
• Organize guest arrangements such as transportation, dining, special celebrations, and amenities.
• Maintain comprehensive guest profiles to support personalized service delivery.
• Ensure flawless management of VIP guest arrivals, stays, and departures.
• Keep precise records, reports, and sensitive guest information secure.
• Adhere strictly to brand standards, operational procedures, and luxury service protocols.
• Work in close coordination with all hotel sections to deliver exceptional service.
• Follow health, safety, and security regulations diligently.

Preferred Qualifications and Skills

• Diploma or degree in Hospitality Management or a related field is advantageous.
• At least 1 to 2 years' prior experience working in reservations or guest services within a luxury hotel or resort environment.
• Strong command of the English language; proficiency in additional languages is beneficial.
• Familiarity with Opera PMS or other similar property management systems is a plus.