Cluster Guest Service Center Agent

About the Employer and Job Location

The position is based at Al Najada Doha Hotel by Tivoli, part of Minor Hotels, an international hotel operator with a portfolio spanning over 530 properties globally, including Anantara, Avani, and NH Hotels among others. The company operates across more than 50 countries.

Role Overview

The Cluster Guest Service Center Agent is responsible for anticipating and responding to guest needs with attentiveness, maintaining thorough knowledge of hotel offerings such as room categories, rates, amenities, dining options, spa promotions, and affiliated properties. The role demands ownership of service quality and guest satisfaction, including timely resolution of issues and proactive service delivery.

Key Responsibilities

• Anticipate and address guest inquiries attentively and efficiently.
• Maintain comprehensive knowledge of hotel types, pricing, facilities, and promotions.
• Ensure service quality aligns with the highest standards and take individual responsibility for guest experience.
• Follow up promptly to resolve guest satisfaction concerns.
• Innovate and suggest alternative solutions that meet guest expectations.
• Foster strong, cooperative relationships with all hotel departments.
• Participate actively in hotel events, daily briefings, and training to enhance professional growth.

Qualifications and Requirements

• Demonstrated commitment to outstanding customer service.
• Experience in hotel front office operations is favored.
• Strong English communication skills; Arabic language proficiency is a plus.
• Capacity to work shifts including weekends and public holidays.
• Proficient in Microsoft Office; familiarity with Property Management Systems (PMS) preferred.