Guest Relations Supervisor

IHG Hotels & Resorts; Doha; On-site; QAR 67,000 - 89,000; Full time

Job summary

IHG Hotels & Resorts in Doha is seeking a Guest Relations Supervisor to deliver professional, guest-focused service and ensure a memorable stay for every guest.

You will oversee daily guest interactions, coordinate with front desk and bell desk, and maintain smooth information flow to enhance guest satisfaction and loyalty.

The role emphasizes courtesy, responsiveness, and a proactive attitude to resolve requests and concerns in a timely manner while upholding IHG’s True Hospitality values.

Responsibilities

• Prepare for daily Guests arrivals in terms of room allocation, amenities and special requests of Guests
• Daily courteous calls to Guest rooms, so too with other guests
• Follow up with Bell desk regards shuttle Bus
• Maintain continuous contact with hotel guest to ensure that any problem or complain are handle efficiently & courteously
• Have knowledge of the hotel rate codes, package, segmentation, discounts and how to handle each
• Assist at the Information counter, Foreign Exchange and Business centre, as and when assigned
• Ensure that all messages, mails and packages are delivered to the guest room
• Handle issuance of guest room key cards and ensure effective control for guest security
• Resolve guests complaints/requests and liaise with the department concerned to ensure immediately follow up
• Provide friendly and courteous service to guest and respond promptly to all requests and inquiries at all time
• Handles walk in counter reservation at all times and process call in reservation when room reservations section is closed
• Accountable for cashiering duties, foreign exchange transactions, night audits tasks and settlement upon Guests’ departure
• Update guest information into the computer after a complete check in
• Escort Guest to their rooms
• Register and process check in/out for all VIPs guests efficiently and professionally
• Keep Mis-en-place ready for VIP arrival (Reg.-cards, room keys, welcome drink)

Job description

About Us

As the world's largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental brand. Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world. Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience. If you'd like to embrace a wider world of experiences and opportunities, we'd like to welcome you to the world's most international luxury hotel brand. Towering over the city center, our luxury Doha hotel is one of the tallest in Qatar. You’ll find us in the exclusive West Bay area, close to the city’s Doha Exhibition and Convention Centre, government offices, and corporate headquarters. Our spacious rooms and suites have panoramic city and sea views, while award-winning restaurants, state-of-the-art meeting venues, easy access to local highlights, health, and fitness club, and a rooftop pool, and ensure a memorable stay. Situated in an exclusive location, minutes from downtown Doha and major government and corporate offices and within minutes to the Doha Exhibition and Convention Centre, City Center Mall, and Doha Golf Club, our properties offer distinctive surroundings which will forever redefine luxury.

What’s the job?

As a Guest Relations Supervisor, you are responsible to provide professional and customer focused service to our guests, ensuring their stay will become a memorable experience. Promote the desired work culture by living the 5 winning ways value – Do the Right thing, Show we care, Aim Higher, Celebrate Difference, Work better together.

• Prepare for daily Guests arrivals in terms of room allocation, amenities and special requests of Guests


• Daily courteous calls to Guest rooms, so too with other guests


• Follow up with Bell desk regards shuttle Bus


• Maintain continuous contact with hotel guest to ensure that any problem or complain are handle efficiently & courteously


• Have knowledge of the hotel rate codes, package, segmentation, discounts and how to handle each


• Assist at the Information counter, Foreign Exchange and Business centre, as and when assigned


• Ensure that all messages, mails and packages are delivered to the guest room


• Handle issuance of guest room key cards and ensure effective control for guest security


• Resolve guests complaints/requests and liaise with the department concerned to ensure immediately follow up


• Provide friendly and courteous service to guest and respond promptly to all requests and inquiries at all time


• Handles walk in counter reservation at all times and process call in reservation when room reservations section is closed


• Accountable for cashiering duties, foreign exchange transactions, night audits tasks and settlement upon Guests’ departure


• Update guest information into the computer after a complete check in


• Escort Guest to their rooms


• Register and process check in/out for all VIPs guests efficiently and professionally


• Keep Mis-en-place ready for VIP arrival (Reg.-cards, room keys, welcome drink)

How do I deliver this?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. Its what connects every colleague in all IHG hotels.

True Attitude

being caring, wanting to make a positive difference, and building genuine connections with guests

True Confidence

having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay

True Listening

focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs

True Responsiveness

is about providing guests with what they need, and doing so in a timely and caring manner

What We Offer

We’ll reward all your hard work with a competitive salary and benefits.

Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve - visit www.careers.ihg.com to find out more about us.