Guest Service Agent

Company: Full Time IHG Hotels & Resorts
  • Location: Doha, Qatar View on Map
  • Date Posted: September 5, 2023
  • Salary: Negotiable

About the job

Duties & Responsibilities

  • Be fully conversant with all hotel facilities and services.
  • To process check-in and check-out according to the hotel policies and procedures.
  • Complete the guest’s registration form and ensure all details are accurately captured.
  • Courteously and promptly handle all reservation inquiries by phone, email, etc.
  • Act on flags and special requests.
  • Membership Enrolment to offered at any point of contact for non-member Guest.
  • Ensure all guest complaints are dealt with immediately, then followed up according to the procedures and all complaints registered in the logbook.
  • Supervise the lobby area to ensure they are tidy at all times, including in-house music. Report and follow up on any defects and technical faults in the public areas.
  • Ensure that Maximum Courtesy calls given to arrivals and in House to ensure of Guests Satisfaction and record it in PMS.
  • Maintain detailed awareness or information regarding arrivals, their accommodation requirements, special needs and expected departures of the day.
  • Follow up VIP reservations and issue VIP amenities and any other special service requests in accordance with hotel practices.
  • Prepare all records connected with pre-registration for VIP, extended stays and repeat guests.
  • Makes morning/evening rounds in the hotel to know of any positive or negative feedback from the guests and reports them to management.
  • Actual selling of hotel facilities and special events.
  • Answer queries on house facilities and places of tourist interest.
  • Assure accountability for cash float issued.
  • Maintain confidentiality with regard to guest’s personal information.
  • Provide assistance to guests on all matters relating to their stay.
  • Act on any complaint received.



  • High School or Bachelor’s Degree in Hotel and Restaurant Management or Tourism or any Formal hospitality qualifications, desirable


  • Previous hotel front desk experience

Technical/ Skills

  • Competent Word, Excel, PowerPoint and hotel PMS
  • Competent Oral and Written English Communication Skills
  • Strong organisational and work co-ordinating skills to handle multiple assignments and projects

Personal Attributes

  • ‘Can do’ attitude and a high level of energy
  • Self-motivated and able to manage with strong initiative
  • Professionally groomed
  • Able to work under pressure and on shift schedule
  • Adaptable to change

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