Reservations & Royal Services Agent

About Raffles & Fairmont Doha

Raffles Hotels & Resorts carries a long-standing legacy of refined hospitality dating back to 1887, with landmark properties known for creating culturally rich, thoughtful, and destination-led guest experiences.

Fairmont Hotels & Resorts is part of a global portfolio of 90 impressive properties, with 34 more under development, across 30 countries. Its hotels span locations from Hawaii and Canada to London and the United Arab Emirates.

At Katara Towers in Doha, Raffles Doha and Fairmont Doha bring together two renowned luxury brands. Raffles Doha is centered on intimate luxury, bespoke attention, and elegant, emotionally resonant service. Fairmont Doha combines contemporary style with warm, energetic hospitality and memorable guest experiences.

Together, these hotels create an inspiring environment for hospitality professionals who want to work in a culture that values individuality, supports growth, and encourages exceptional service.

About the Application Process

After you submit your application, you will receive an email from AssessFirst asking you to create a profile and complete a questionnaire. This step is required for your candidacy to move forward, as it helps assess alignment with the role and the luxury service culture.

Role Overview

As a Reservations & Royal Services Agent, you will be the contact point for guest reservations, service requests, and general inquiries. Your focus will be on delivering polished, warm, and efficient service while helping create smooth and memorable stays for guests.

You will work across guest communications, reservation handling, and operational coordination, supporting the overall service standards of Raffles Doha and Fairmont Doha.

Responsibilities

• Process reservations, changes, cancellations, and related guest queries with speed and accuracy.
• Respond to guests professionally through phone, email, and internal messaging channels.
• Answer calls and ensure every guest request is handled promptly and courteously.
• Stay up to date on hotel facilities, room types, offers, services, and nearby attractions.
• Work closely with Front Office, Housekeeping, Concierge, Engineering, and other teams to deliver seamless service.
• Recommend and sell rooms, dining options, and hotel services when suitable to increase revenue.
• Keep guest preferences, profiles, and special requests current in hotel systems.
• Address complaints and concerns with professionalism and a focus on timely resolution.
• Track room availability and reservation details according to hotel processes and quality standards.
• Protect guest confidentiality and follow all company policies and brand requirements.
• Assist with administrative work and reporting tasks as needed.
• Contribute to a supportive team culture and uphold the luxury service image of the property.

Requirements

• Prior exposure to reservations, guest services, front office, or another customer-facing role in a luxury hotel is preferred.
• Strong spoken and written English is required; knowledge of additional languages is an advantage.
• Excellent people skills and a strong commitment to guest satisfaction are important.
• Professional phone manner and the ability to handle guest conversations with confidence and empathy are needed.
• Comfort with multitasking in a busy environment while maintaining accuracy and attention to detail.
• Experience with hotel systems such as Opera PMS and Microsoft Office is preferred.
• Good organizational skills and a practical approach to solving problems.
• Ability to collaborate effectively with colleagues from different teams and backgrounds.
• Willingness to work rotating shifts, weekends, and public holidays as required.
• Alignment with the Raffles and Fairmont luxury service philosophy in daily work and interactions.
• Commitment to an inclusive workplace where people are respected and valued.
• Ability to help create a work environment where colleagues feel supported, recognized, and empowered.

Perks and Benefits

Team members can access a range of colleague benefits, including complimentary upgrades, extended stays, special discounted rates across Fairmont and Raffles properties, dining and wellness discounts, and other lifestyle perks.

Values

• Respect: Treat others fairly and with dignity while honoring their needs, ideas, and individuality.
• Excellence: Build meaningful connections and look for opportunities to make people feel valued.
• Belonging: Embrace differences and support one another as a united team.
• Empowerment: Take initiative and anticipate moments that create memorable guest experiences.
• Integrity: Earn trust through authenticity and mutual respect.

Diversity & Inclusion

The organization is committed to fostering an inclusive setting where diverse talent can thrive. Candidates from all backgrounds are encouraged to apply.