Hotel Representative cum Tour Guide

Snaphunt; Doha; On-site; QAR 200,000 - 400,000; Full time

Job summary

A leading guest-centric organization in Qatar is seeking a HOTEL REPRESENTATIVE to welcome guests at the airport, assist with check-in, and provide local knowledge as a tour guide. Candidates should have strong customer service and communication skills, with a high school diploma and any tourism or hospitality training as advantageous. A QATAR Tour Guide License and driving license are preferred. This role offers an attractive salary and benefits package.

Benefits

Attractive salary

Benefits package

Opportunity for growth

Qualifications

• High school diploma or equivalent; tourism or hospitality training is a plus.
• QATAR Tour Guide License is advantageous.
• QATAR driving license or international license convertible under RTA schemes.

Responsibilities

• Welcome guests at the airport and escort them to transportation.
• Coordinate with hotel reception to facilitate smooth check-in.
• Handle guest questions and queries as the first point of contact.
• Input and update guest data, feedback, and preferences in the CRM system.
• Process payments securely and confirm bookings.
• Listen empathetically to guest concerns and resolve promptly.

Skills

Customer service experience

Excellent communication

Problem-solving skills

Sales-oriented approach

Education

High school diploma or equivalent

Tourism or hospitality training

QATAR Tour Guide License

Tools

CRM systems

Payment processing systems

Job description

The Offer

• Work alongside & learn from top industry professionals
• Attractive salary & benefits package
• Opportunity to grow within a company with a proven track record of success

The Job

You will be responsible for:

HOTEL REPRESENTATIVE

1. Welcome Guests at the Airport:

• Meet and greet guests upon arrival, ensuring a warm and professional first impression.
• Assist with luggage and provide an overview of the itinerary.
• Escort guests to transportation, ensuring a seamless transition from airport to hotel or excursion.

2. Assist with Check-in:

• Coordinate with hotel reception to facilitate smooth check-in.
• Provide guests with necessary information, key cards, welcome packs, and itinerary details.
• Address immediate guest concerns and special requests.

3. Handle Guest Questions and Queries:

• Act as the first point of contact for inquiries, providing accurate information about services and attractions.
• Assist with bookings and special arrangements.
• Maintain a helpful, resourceful attitude to ensure guest satisfaction.

4. Updating Reports on the CRM:

• Input and update guest data, feedback, and preferences in the CRM system.
• Maintain records of guest interactions and special accommodations.
• Provide real-time updates on guest activities and bookings for seamless coordination.

5. Handling Payment Collections for Excursions:

• Process payments securely, issue receipts, and confirm bookings.
• Handle cash and card transactions following company policies.

6. Managing Complaints:

• Listen empathetically to guest concerns and resolve promptly.
• Escalate unresolved issues to management when necessary.
• Follow up to ensure guest satisfaction and uphold brand reputation.

TOUR GUIDE

1. Guiding Tours of QATAR Attractions:

• Lead groups at key landmarks and cultural sites.
• Ensure safety, engagement, and comfort throughout the tour.
• Manage group dynamics and schedule adherence.

2. Providing Local Knowledge:

• Deliver engaging commentary on attractions' history and culture.
• Stay updated on new attractions and events.
• Answer questions confidently, adapting explanations for diverse audiences.

3. Ensuring Safety and Compliance:

• Monitor guest safety and provide instructions on laws and site regulations.
• Handle emergencies calmly, following safety protocols.
• Conduct risk assessments and ensure safety compliance.

4. Creating Memorable Experiences:

• Engage guests with friendly, professional interaction.
• Use storytelling and interesting facts to enhance the experience.
• Provide personalized recommendations for additional activities.

5. Supporting Sales and Promotions:

• Promote excursions, packages, and upgrades.
• Encourage feedback, reviews, and referrals.
• Collaborate with sales and marketing teams.

6. Coordinating with Drivers and Vendors:

• Work with transport providers for timely logistics.
• Liaise with attraction and vendor partners.
• Resolve scheduling or operational issues during tours.

The Profile

EDUCATION & PROFESSIONAL QUALIFICATIONS

• High school diploma or equivalent; tourism or hospitality training is a plus.
• QATAR Tour Guide License is advantageous.
• QATAR driving license or international license convertible under RTA schemes.

EXPERIENCE & SKILLS

• Customer service experience in tourism/hospitality sectors; guiding experience preferred but not essential.
• Excellent verbal and written communication skills in English & Romanian.
• Strong problem-solving skills for handling queries and complaints.
• Knowledge of QATAR attractions is preferred but not essential.
• Sales-oriented approach.
• Efficient handling of payments, CRM updates, and check-ins.

The Employer

Our client is a professional, guest-centric organization established in 2004, serving top tour operators in the UAE with extensive experience and a reputation for quality service.