Guest Experience Expert (At Your Service Agent)

Role Overview

This position is focused on providing exceptional guest support by managing all communications including phone calls, emails, and chats. The guest experience expert handles requests, inquiries, and concerns efficiently, ensuring guests feel welcomed and valued. The role includes operating the telephone switchboard, coordinating wake-up calls, and directing calls appropriately. Detailed record-keeping of guest interactions and timely resolution of requests are key responsibilities. The role also involves offering information on room amenities, local attractions, and assisting with room service and technical support for internet and entertainment services.

Job Duties

• Respond promptly and professionally to guest queries across multiple communication channels.
• Operate telephone switchboard and manage message recording and call routing.
• Document guest requests and liaise with other departments such as housekeeping and bell services for resolution.
• Provide guests with information regarding hotel features and nearby points of interest.
• Assist guests with room service orders and utilize point-of-sale systems to record transactions.
• Support guests in accessing internet and in-room entertainment systems.
• Adhere to company policies regarding confidentiality, appearance, and asset protection.
• Deliver warm welcomes and displays of appreciation in line with company standards.
• Communicate clearly and courteously, maintaining professional etiquette on telephone and in person.
• Build and maintain collaborative relationships with colleagues to achieve team objectives.
• Uphold quality assurance standards and comply with safety and operational guidelines.
• Physically capable of extended periods of standing, sitting, walking, and handling items up to 10 pounds as required.
• Perform other tasks as assigned by supervisors.

Qualifications and Experience

• Minimum educational qualification: High school diploma or equivalent (G.E.D.).
• No previous related work or supervisory experience required.
• No licenses or certifications necessary.

Additional Information

Job category falls under Rooms & Guest Services Operations with location based at the Conference Centre Street, Doha, Qatar. This is a non-management, full-time position requiring onsite presence. The employer values diversity and practices equal opportunity employment. The role involves upholding the brand standards of Le Méridien Hotels & Resorts and embracing their philosophy inspired by European culture, emphasis on genuine guest connections, and delivering stylish, memorable hospitality experiences.