[RWDHA] - Guest Relations Associate

Our Associate Experience

• A competitive salary and benefits package
• High-quality associate accommodation in prime locations in the heart of Lusail and the Pearl
• A birthday day off (because your milestones matter!)
• Personalized development plans and continuous learning opportunities to support your career journey

Your Role

• Answer all incoming calls with proper greetings and telephone etiquette standards.
• Communicates with Guests using Glowing system.
• Conduct departure calls on a daily basis to obtain guest stay experience and departure time.
• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Maintain complete knowledge of scheduled event/daily activities, in‑house groups, hotel extension numbers, all special requests (DND, screen calls, NRG, etc.), hours of operation of each outlet, features and services provided by the hotel.
• Set up workstation with necessary supplies and resource materials.
• Secure headset console and log onto system.
• Access all functions of the system.
• Accommodate all telephone, email, WhatsApp requests in a congenial manner within 10 minutes of request.
• Respond to all incoming telephone calls within 3 rings, using proper salutation and closing.
• Route callers to requested guest or hotel personnel/department.
• Monitor busy lines; check back with caller on hold to update status and offer to take a message.
• Monitor unanswered lines; return to caller after rings to update status and offer to take a message.
• Take, record and relay messages accurately, completely, and legibly. Activate/deactivate guestroom messages light, accordingly, distribute hotel personnel/department messages to designated location.
• Accept, record, and deliver wake‑up calls.
• Provide callers with accurate information on hotel facilities and services.
• Accept and process all guest requests for, Screening calls, Do not disturb, Call transfer/forwarding, Conference calls, Non‑registered guests.
• Access system for long distance carrier's foreign language operator.
• Assist callers with local and overseas calls.
• Monitor telephone system problems and raise Knowcross Tickets.
• Document all guest complaints or problems in Knowcross.
• Follow up to ensure completion and guest satisfaction.
• Assist in emergency situations as central communication center for hotel.
• Collect preferences daily and enter into our guest profiles.
• Ensure the use of correct verbiage and avoid using any slang language.
• Follow all LQA and Forbes standard.
• Full knowledge of using Glowing for guest communication from pre arrival, during the stay and post departure.
• All other duties as required.