Guest Relations Associate

Rosewood Hotels and Resorts; Doha; On-site; QAR 60,000 - 120,000; Full time

Job summary

Rosewood Hotels and Resorts in Doha is seeking a dedicated Guest Relations and Data Management professional. You will ensure guest information is handled according to Rosewood Standards, update guest preferences, and disperse data to relevant departments prior to arrivals to fulfill requests.

You will also manage guest feedback from surveys, update profiles in Opera PMS, and support team briefings. The role requires proactive guest engagement and accurate data handling to enhance stays.

Qualifications

• Experience in guest relations or hospitality operations.
• Ability to manage guest profiles and preferences accurately.
• Strong communication and service mindset.

Responsibilities

• Maintain guest profiles and preferences in the system.
• Coordinate VIP arrivals and special requests.
• Prepare information reports and daily briefs.

Skills

Guest relations

Opera PMS

VIP guest handling

Tools

Opera PMS

Job description

Guest Relations and Data Management

• Ensures that all guest information is handled according to Rosewood Standards
• Ensures that the Guest preference forms are duly completed by guests and updated prior to their arrival
• Ensures that any information received from the Guest preference form or by any other channel is correctly dispersed to the relevant departments prior to the guest s arrival as to ensure that all requests are followed through
• Ensure challenges or opportunities occurring previous during or past a guest stay are methodically recorded in Opera
• Contacts guests v a Glowing telephone e-mail or in person within the day from the query being received
• Ensures that guest and company profiles are updated accurately correctly and timely in PMS
• Notes and follows up on guest preferences and special requests and alerts or trace to respective department is being addressed
• Maintains complete knowledge of the Hotel amp its services F amp B promotions Rooms Special Guest programs and Spa facilities etc
• Is fully conversant with new promotions menu changes scheduled in-house guest activities daily house counts and expected arrivals and departures including VIP arrivals and their background
• Is fully conversant with accommodation features lay-out room type location d cor in room facilities and equipment
• Hosts and welcomes all guests in a gracious and polite manner to have the ability to hold a conversation with the guest in a natural and spontaneous way
• Receives all Trust you online guest comments included but not limited to Trust You surveys Tripadvisor etc
• Fills in each guest profile in Opera PMS with these comments for future stays
• Maintains a thorough knowledge of the city to assist guest whenever is required Restaurants tourist sites etc during the pre-calling pre-arrival email activity
• Pre-calls all transient arriving guests in accordance with pre-calling SOP
• Assemble TOP VIPs guest s profiles Show me you Know me and distribute across the hotel prior to arrival
• Monitors guests birthdays and sends birthday online cards
• Prepares the necessary information reports and monitors their activities throughout the day
• Updates guests preference and relevant information in Opera Extend all efforts to collect guests email address telephone number and address prior guest s arrivals
• Pre research guest s profiles status and required information in order to personalize their stay
• Follow any special guest room decorations and make sure they are properly done
• Ensures VIP rooms are pre-checked and inspected The same will apply to special occasion requests and set ups
• Coordinates the preparation and organization of all welcome welcome back amenities and amenity process for all arriving and in-house guests
• Ensures that flower arrangements and or beverages and or pastry products are ordered if necessary or requested and are placed in guest room in a correct and timely manner
• Escort Arriving Guests to their room and conduct rooming as per RD-FO-SOP-011
• Ensures that all the departments follow the information provided in traces guest profile notes and emails are executed
• Organizes the execution of the special preferences and amenities to all guests in a timely manner
• Ensures that all pertinent information is provided to future guests and associates
• Ensures that all communication with future guests and associates is complete accurate engaging and positive
• Maintains confidentiality of all guest information
• Attends daily briefing and communicates all challenges and successes with the rest of the team
• Promptly accurately and consistently reports all guest complaints and how they were solved
• Attends designated meetings
• Ensures and emphasizes prompt solutions and reporting of any guest concerns and challenges during the shift
• Ensures that any challenges Guest concerns or associate concerns are communicated or escalated
• Performs all tasks as detailed in daily task list
• Maintains cleanliness and tidiness of work area at all times
• Participates in related project teams
• Positively impacts on the hotel revenue by up-selling techniques and pre-calling arrival activities for guests
• 100 compliance with all mandatory training
• Update the information of VIP arrivals for the next day and prepare the weekly one
• To be sent daily around or before noon
• Update Rosewood Daily report
• Send the amenities catalogues to the guest according to the requests
• Ensures each special program is highlighted and recognized
• SAG Amex Elite Expedia etc
• Ensure that brand standards are adhered to at all times to ensure successful brand standard audit score
• Collect preferences daily and enter into our guest profiles