[RWDHA] - Guest Relations Associate

Rosewood Hotel Group; Qatar; On-site; QAR 60,000 - 90,000; Full time

Benefits offered by this job

Benefits package

Staff accommodation in Lusail/ Pearl

Birthday day off

Personal development plans

Job summary

Rosewood Hotel Group is seeking a proactive Guest Services/Reception Associate in Qatar to manage telephone operations, greet guests, and coordinate with multiple hotel departments. You will use Glowing and Knowcross systems to log requests, monitor lines, and relay messages accurately to ensure guest satisfaction throughout stay.

The role emphasizes maintaining high service standards, anticipating needs, and delivering timely information about hotel facilities while adhering to Forbes/LQA

Responsibilities

• Answer all incoming calls with proper greetings and telephone etiquette standards.
• Communicates with Guests using Glowing system.
• Conduct departure calls on a daily basis to obtain guest stay experience and departure time.
• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Maintain complete knowledge of correct maintenance and use of equipment.
• Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Set up workstation with necessary supplies and resource materials.

Skills

Customer service

Communication

Telephone etiquette

Guest relations

Tools

Glowing system

Knowcross

Job description

Our Associate Experience

• A competitive salary and benefits package
• High-quality associate accommodation in prime locations in the heart of Lusail and the Pearl
• A birthday day off (because your milestones matter!)
• Personalized development plans and continuous learning opportunities to support your career journey

Your Role

• Answer all incoming calls with proper greetings and telephone etiquette standards.
• Communicates with Guests using Glowing system.
• Conduct departure calls on a daily basis to obtain guest stay experience and departure time.
• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Maintain complete knowledge of scheduled event/daily activities, in‑house groups, hotel extension numbers, all special requests (DND, screen calls, NRG, etc.), hours of operation of each outlet, features and services provided by the hotel.
• Set up workstation with necessary supplies and resource materials.
• Secure headset console and log onto system.
• Access all functions of the system.
• Accommodate all telephone, email, WhatsApp requests in a congenial manner within 10 minutes of request.
• Respond to all incoming telephone calls within 3 rings, using proper salutation and closing.
• Route callers to requested guest or hotel personnel/department.
• Monitor busy lines; check back with caller on hold to update status and offer to take a message.
• Monitor unanswered lines; return to caller after rings to update status and offer to take a message.
• Take, record and relay messages accurately, completely, and legibly. Activate/deactivate guestroom messages light, accordingly, distribute hotel personnel/department messages to designated location.
• Accept, record, and deliver wake‑up calls.
• Provide callers with accurate information on hotel facilities and services.
• Accept and process all guest requests for, Screening calls, Do not disturb, Call transfer/forwarding, Conference calls, Non‑registered guests.
• Access system for long distance carrier's foreign language operator.
• Assist callers with local and overseas calls.
• Monitor telephone system problems and raise Knowcross Tickets.
• Document all guest complaints or problems in Knowcross.
• Follow up to ensure completion and guest satisfaction.
• Assist in emergency situations as central communication center for hotel.
• Collect preferences daily and enter into our guest profiles.
• Ensure the use of correct verbiage and avoid using any slang language.
• Follow all LQA and Forbes standard.
• Full knowledge of using Glowing for guest communication from pre arrival, during the stay and post departure.
• All other duties as required.