Guest Service Agent

Wyndham Doha West Bay Hotel; Doha; On-site; QAR 33,000 - 61,000; Full time

Job summary

Wyndham Doha West Bay Hotel is seeking a Guest Service Agent to answer incoming calls with a clear, friendly tone and provide information about hotel services. You will handle guest inquiries, direct calls, and assist with administrative tasks across departments to ensure a smooth guest experience.

Fluency in English and Arabic is essential, and computer knowledge is required. The role offers a fast-paced environment and opportunities to promote hotel products and services while maintaining

Qualifications

• Fluent in English and Arabic.
• Essential to have computer knowledge.

Responsibilities

• Answering all incoming calls timely and according to the company s telephone etiquette
• Direct calls to guests staff or other departments through the switch board always ensuring the guest s privacy and confidentiality is kept
• Place outgoing calls
• Keep records of calls placed and received and of related toll charges
• If electronic system is down to record all-chargeable calls and post them on the guest s invoice
• Report all telephone defects to the technical department Perform administrative work relating to technical faults and problems
• Calculate and quote charges for services such as long-distance connections
• Takes messages for guests and delivers the same to guests
• Knows what is required when an emergency call has to be made
• Is aware of health and safety regulations in the hotel
• Provides information about hotel services to guests
• Promote hotel products services and promotions when appropriate
• Keeps track of the wake-up calls and performs wake-up call services
• Always is polite and courteous on the phone
• Performs paging services to associates and guests if applicable
• Set up of conference calls if required
• Update information about reservations to the departments or in the systems
• Update directory information
• Helps with other administrative tasks
• Work in close cooperation with reception housekeeping restaurants banqueting kitchen and sales department
• Performs filing and record keeping activities and ensure that work areas are kept clean and maintained

Job description

SUMMARY The Guest Service Agent is responsible for answering incoming calls while speaking clearly distinctly and with a friendly courteous tone They deal with the requirements and questions of guests in the way that is up to the hotel standards

KEY RESPONSIBILITIES

• Answering all incoming calls timely and according to the company s telephone etiquette
• Direct calls to guests staff or other departments through the switch board always ensuring the guest s privacy and confidentiality is kept
• Place outgoing calls
• Keep records of calls placed and received and of related toll charges
• If electronic system is down to record all-chargeable calls and post them on the guest s invoice
• Report all telephone defects to the technical department Perform administrative work relating to technical faults and problems
• Calculate and quote charges for services such as long-distance connections
• Takes messages for guests and delivers the same to guests
• Knows what is required when an emergency call has to be made
• Is aware of health and safety regulations in the hotel
• Provides information about hotel services to guests
• Promote hotel products services and promotions when appropriate
• Keeps track of the wake-up calls and performs wake-up call services
• Always is polite and courteous on the phone
• Performs paging services to associates and guests if applicable
• Set up of conference calls if required
• Update information about reservations to the departments or in the systems
• Update directory information
• Helps with other administrative tasks
• Work in close cooperation with reception housekeeping restaurants banqueting kitchen and sales department
• Performs filing and record keeping activities and ensure that work areas are kept clean and maintained

Fluent in English and Arabic is a must. Essential to have computer knowledge. Enjoy working in a fast-paced working environment.