Guest Service Agent

About the role

IHG Hotels & Resorts is hiring a Guest Service Agent in Doha, Qatar. This position sits at the front desk and focuses on creating a smooth, welcoming, and efficient guest experience throughout the stay.

Key duties

• Stay fully informed about the hotel’s facilities and services so guest questions can be answered accurately.
• Handle check-in and check-out processes in line with hotel standards and procedures.
• Complete guest registration details carefully and ensure all information is recorded correctly.
• Respond promptly and professionally to reservation enquiries received by phone, email, and other channels.
• Act on guest flags, preferences, and special requests.
• Offer membership enrolment opportunities whenever suitable, including at any guest touchpoint for non-members.
• Resolve guest complaints quickly, follow up as required, and record all issues in the logbook.
• Keep the lobby presentable at all times, including ensuring in-house music and public-area conditions meet standards.
• Report defects and technical issues in public areas and follow through until resolved.
• Make courtesy calls to arriving and in-house guests, update the PMS, and help ensure guest satisfaction.
• Track arrival information, room requirements, special needs, and expected departures for the day.
• Manage VIP bookings, arrange VIP amenities, and coordinate other special service requests according to hotel practice.
• Prepare pre-registration documents for VIPs, long-stay guests, and repeat guests.
• Conduct morning and evening rounds to collect guest feedback and escalate it to management.
• Promote hotel facilities and special events through active selling.
• Answer enquiries about hotel facilities as well as local tourist attractions.
• Maintain accountability for the cash float issued to you.
• Protect guest privacy and keep personal information confidential.
• Support guests with all matters related to their stay.
• Escalate any complaint received and ensure it is addressed appropriately.

Operational responsibilities

• Demonstrate strong knowledge of front office operations, cashiering processes, and telephone procedures.
• Prepare room discrepancy reports and verify status changes with housekeeping.
• Share departure information with housekeeping without delay.
• Escalate any irregularities to the immediate supervisor.
• Report missing or unrecovered metal and master keys to the Front Office Manager.

Financial responsibilities

• Ensure the hotel’s credit and payment policies are followed at all times.
• Maintain the cash float and complete daily reconciliation.
• Follow up on payments for in-house accounts.

Team support and general expectations

• Guide new Guest Service Agents on posting, audit processes, and cash balance reporting.
• Support on-the-job trainees and cross-trainees in the front office department.
• Communicate effectively with colleagues across all departments.
• Attend meetings, training sessions, and any other required development sessions.
• Look for ways to improve service delivery and offerings so guest expectations are met or exceeded.
• Follow safe work practices at all times and report any occupational health and safety concerns immediately.
• Ensure every client request is handled according to service standards.
• Keep the workplace professional and well-organised.
• Maintain strong guest satisfaction feedback, accurate work, careful cash handling, and alignment with company core values.
• Stay adaptable to change and work effectively on shifts under pressure.

Education and experience

A high school qualification is acceptable, and a bachelor’s degree in Hotel and Restaurant Management, Tourism, or another formal hospitality qualification is preferred. Prior experience at a hotel front desk is required.

Skills and attributes

Candidates should be comfortable using Word, Excel, PowerPoint, and hotel PMS systems. Strong spoken and written English, excellent organisation, the ability to manage multiple tasks, a proactive mindset, strong energy, professional grooming, and a positive can-do attitude are important for success in this role.

Additional information

The role requires maintaining confidentiality, acting with professionalism, and being adaptable to changing priorities. If you do not meet every requirement, you may still be considered if you feel you are a strong fit for the position.