Front Office Agent

Role overview

Key responsibilities

• Welcome guests and manage check-in, check-out, registration, reservations, and room assignments.
• Respond to guest inquiries, requests, and complaints; provide service recovery and handle feedback.
• Process payments and billing, settle guest accounts, and maintain accurate guest and reservation records.
• Coordinate with Guest Experience/Relations, Butler, Concierge, Housekeeping, Reservations, and other departments.
• Explain hotel facilities, services, and local attractions; promote upgrades, amenities, and loyalty programs.
• Maintain confidentiality, follow hotel policies, and uphold luxury service standards.

Qualifications

• Diploma or bachelor’s degree in Hospitality Management, Tourism, Business Administration, or a related field.
• Previous Front Office, Guest Services, or Customer Service experience; luxury hotel experience is preferred.
• Knowledge of Opera PMS or another hotel property management system and proficiency in Microsoft Office are listed qualifications.
• Excellent verbal and written English communication skills; additional languages are an advantage.
• Strong customer service, interpersonal, organizational, multitasking, problem-solving, and teamwork skills.
• Professional appearance, warm service-oriented manner, attention to detail, and ability to handle complaints diplomatically.
• Able to work flexible shifts including evenings, weekends, and public holidays, and in a multicultural, fast-paced environment.

Application process

• Applicants must complete an AssessFirst profile and questionnaire after applying for candidacy consideration.

Employee benefits

• Colleague perks include complimentary upgrades, extended and discounted stays at Fairmont and Raffles properties, and dining and wellness discounts.

About Raffles and Fairmont Doha