Guest Experience Agent

We invite you to join the world of luxury hospitality at Fairmont Doha as our new Guest Experience Agent.
A Guest Experience Agent at Fairmont Doha is responsible for delivering exceptional, personalized luxury hospitality by creating memorable experiences throughout the guest journey. The role focuses on welcoming guests, anticipating their needs, handling inquiries and requests, resolving concerns, and ensuring every interaction reflects Fairmont's standards of service excellence.
The Guest Experience Agent acts as a key point of contact for hotel guests, coordinating with different departments to provide seamless service, arranging VIP amenities and special occasions, maintaining guest preferences, and proactively following up on guest satisfaction.
Key Responsibilities:
Welcome and engage guests warmly and professionally
Anticipate guest needs and deliver personalized experiences
Handle guest inquiries, requests, and complaints efficiently
Coordinate VIP arrivals, amenities, and special occasions
Resolve guest concerns and ensure effective service recovery
Maintain accurate guest profiles and preferences
Coordinate with Front Office, Concierge, Housekeeping, and Food & Beverage teams
Promote hotel facilities, services, and loyalty programs
Follow up with guests to ensure satisfaction
Maintain Fairmont's luxury hospitality and service standards
Ensure a seamless and memorable guest journey
What will you bring to this role?
High school diploma or bachelor's degree in Hospitality Management or a related field
Previous experience in luxury hospitality or guest relations is an advantage
Excellent verbal and written communication skills
Strong customer service and interpersonal skills
Knowledge of luxury hotel operations and service standards
Ability to handle guest complaints and resolve issues professionally
Proficiency in Microsoft Office and hotel management systems such as Opera PMS/Cloud
Excellent organizational and multitasking abilities
Strong attention to detail and problem-solving skills
Fluency in English; additional languages are an advantage
Professional appearance and positive attitude
Flexibility to work shifts, weekends, and public holidays
Embrace the Fairmont brand promise and luxury in your role and in all your interactions
Foster an inclusive environment where every individual feels valued and respected
Create an environment where colleagues are empowered, supported and recognized

Employment type
Full-time

Work arrangement
No