Reservations and Royal Services Agent

Job description / Role

Company Description

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.

By joining an Accor brand, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.

Job Description

Position Summary:

The Reservations and Royal Services Agent will play a crucial role in delivering exceptional guest experiences at Raffles and Fairmont Doha. This position requires a highly organized, customer-oriented individual with excellent communication skills and a strong ability to multitask. The successful candidate will handle reservations, guest inquiries, and provide personalized services to ensure the highest level of satisfaction.

Key Responsibilities:

Reservations Management:

- Process and manage hotel room reservations efficiently and accurately.
- Ensure all reservation details are correctly entered into the system.
- Respond to guest inquiries regarding room availability, rates, and amenities.
- Upsell hotel services and amenities to maximize revenue.

Guest Services:

- Provide personalized assistance to guests before, during, and after their stay.
- Handle special requests and VIP arrangements to ensure a memorable guest experience.
- Address guest concerns and resolve issues promptly and professionally.
- Coordinate with other departments to fulfill guest needs and requests.

Communication:

- Maintain clear and effective communication with guests via phone, email, and in-person interactions.
- Provide information about hotel facilities, services, and local attractions.
- Collaborate with the Front Office and other departments to ensure seamless guest experiences.

Administration:

- Maintain accurate records of guest interactions and transactions.
- Prepare reports on reservations, occupancy, and guest feedback.
- Assist in the preparation of promotional materials and packages.

Qualifications:

- Previous experience in reservations, guest services, or a similar role in the hospitality industry.
- Strong verbal and written communication skills.
- Excellent organizational and multitasking abilities.
- Proficiency in hotel management software and Microsoft Office Suite.
- Ability to work flexible hours, including weekends and holidays.
- Fluency in English; additional languages are a plus.

Personal Attributes:

- High level of professionalism and integrity.
- Customer-focused with a warm and welcoming demeanor.
- Strong problem-solving skills and attention to detail.
- Ability to work independently and as part of a team.
- Adaptability to a fast-paced and dynamic environment.

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.