About this role
The Reservations & Royal Services Agent is responsible for delivering exceptional, personalized service to guests before, during, and after their stay. This role combines reservations handling with luxury concierge-style support, ensuring a seamless and memorable guest experience that reflects the standards of Raffles & Fairmont Doha.
Key Responsibilities
Handle guest reservations accurately and professionally via phone, email, and online systemsMaximize room revenue through effective upselling and cross-selling techniquesEnsure all reservations are entered correctly into the PMS, including special requests and preferencesMaintain up-to-date knowledge of room types, rates, packages, and promotionsCoordinate with Front Office, Sales, and Revenue teams to ensure reservation accuracyAct as a single point of contact for VIP, Royal, and long-stay guestsDeliver personalized and anticipatory service, exceeding guest expectationsHandle guest inquiries, requests, and complaints with professionalism and discretionCoordinate guest arrangements such as transportation, dining reservations, special occasions, and amenitiesMaintain detailed guest profiles and preferences to enhance personalized serviceEnsure VIP arrivals, in-house stays, and departures are flawlessly managedMaintain accurate records, reports, and guest informationFollow brand standards, SOPs, and luxury service etiquette at all timesEnsure confidentiality and data protection of guest informationLiaise closely with all hotel departments to ensure seamless service deliveryAdhere to health, safety, and security policies Diploma or degree in Hospitality Management or related field preferredMinimum 1–2 years of experience in reservations, guest services in a luxury hotel and/or resortExcellent English communication skills; Fluency in other languages is an advantageKnowledge of Opera PMS or similar systems is an advantage