AYS Agent (Element West Bay Doha)
Role Overview
Handle and process guest requests, questions, and concerns through telephone, email, chat, and mobile communication devices.
Coordinate guest needs with departments such as Bell Services, Housekeeping, Front Desk, Engineering, and Security.
Provide information about hotel features, amenities, services, and local areas of interest.
Key Skills for This Role
Full Job Posting
Position Summary
Handle and process guest requests, questions, and concerns through telephone, email, chat, and mobile communication devices.
Coordinate guest needs with departments such as Bell Services, Housekeeping, Front Desk, Engineering, and Security.
Provide information about hotel features, amenities, services, and local areas of interest.
Preferred Qualifications
- High school diploma or G.E.D. equivalent.
- No related work experience or supervisory experience is required.
- No license or certification is required.
- Ability to stand, sit, or walk for extended periods and move objects weighing up to 10 pounds.
Guest Relations
- Answer, record, and process guest calls, requests, questions, and concerns.
- Log guest requests and issues in the CRM system and follow up to confirm satisfactory resolution.
- Process room service orders and record transactions in the point-of-sale system when required.
- Provide directions, hotel information, and assistance to guests with disabilities.
Communications
- Operate the telephone switchboard and transfer calls to the appropriate person or department.
- Receive, record, and relay messages accurately and completely.
- Process wake-up calls, call forwarding, conference calls, TDD relay calls, and other telephone requests.
- Assist guests with internet access and guestroom entertainment features.
Safety and Physical Requirements
- Follow property procedures for emergencies and company policies for safety, security, privacy, and confidentiality.
- Report work-related accidents and unsafe conditions to management or security personnel.
- Read and verify information in various formats and use computers or point-of-sale systems.
- Stand, sit, or walk for an extended period and lift, carry, push, or pull objects up to 10 pounds.
Working with Others
Use clear and professional language with guests and coworkers.
Maintain positive, productive, and respectful working relationships across departments.
Assist coworkers to ensure adequate coverage and prompt guest service.
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