Guest Relations Intern (Only Female)

Kempinski Hotel; Doha; On-site; QAR 60,000 - 100,000; Full time

Job summary

Kempinski Hotel Doha is seeking a guest relations professional to welcome and assist guests in the lobby, executive lounge, and front desk areas, delivering courteous, professional, and flexible service in line with Kempinski’s DNA.

You will be knowledgeable about hotel services, facilities, dining venues, and local attractions, engage with guests to gather feedback, handle enquiries and reservations, and support service recovery to maximize guest satisfaction and brand engagement.

Responsibilities

• Report to duty punctually wearing the correct uniform according to dress code and Kempinski grooming standards.
• Deliver courteous, professional service to all hotel guests at all times.
• Assist with welcoming and escorting VIPs, long-stay guests, and returning visitors upon arrival and departure.
• Be thoroughly knowledgeable of all hotel services, facilities, room categories, dining venues, and local attractions.
• Engage with guests to gather feedback, promote hotel offerings, and identify upselling opportunities.
• Assist in operating the Opera property management system as trained.
• Handle guest enquiries, reservations, and special requests promptly and efficiently.
• Report guest complaints or concerns to supervisors and ensure service recovery.
• Maintain a neat, presentable lobby, executive lounge, and surrounding areas.
• Adhere to hotel policy, emergency protocols, and health and safety policies.
• Maintain positive communication with Front Office and cross-functional departments.
• Attend daily shift briefings and training sessions.
• Demonstrate a positive, calm attitude and take on ad-hoc tasks as assigned.

Job description

Job description

The overall scope of the job includes welcoming and assisting guests in the lobby, executive lounge, and front desk areas, providing a courteous, professional, efficient, and flexible service consistent with the standards of the hotel and in line with Kempinski’s DNA values in order to maximize guest satisfaction, loyalty, and brand engagement.

• Report to duty punctually wearing the correct uniform, clean and well-pressed, including appropriate polished shoes and nametag at all times according to the hotel's dress code and Kempinski grooming standards, maintaining a high standard of personal appearance and hygiene.
• Deliver a courteous, professional, warm, and efficient service to all hotel guests at all times.
• Assist with welcoming and escorting VIPs, long-stay guests, and returning visitors upon arrival and departure.
• Be thoroughly knowledgeable of all services, facilities, room categories, dining venues, and recreational offerings available within the hotel, as well as local attractions and events.
• Engage actively with guests in the lobby and executive areas to gather feedback, promote hotel offerings, and identify opportunities for upselling or tailoring experiences.
• Assist in operating the property management system (Opera) based on the assigned level of training and responsibility.
• Handle guest enquiries, reservations, and special requests promptly and efficiently.
• Report guest complaints or concerns immediately to supervisors and follow through to ensure appropriate service recovery and guest satisfaction.
• Ensure that the guest relations desk, executive lounge, and surrounding lobby areas remain neat, presentable, and organized at all times.
• Understand and strictly adhere to the rules and regulations established in the hotel’s policy manual, emergency protocols, and health and safety policies.
• Maintain a positive rapport and smooth communication with Front Office colleagues and cross-functional hotel departments.
• Attend and contribute to daily shift briefings, departmental meetings, and hotel-initiated training sessions.
• Project a positive, motivated attitude and demonstrate calm composure and self-control at all times.
• Undertake reasonable tasks, ad-hoc projects, and secondary duties as assigned by the Department Head or supervisors.
• Additional responsibilities and tasks may be assigned based on business demands and operational requirements of the hotel.