Director of Guest Experience

About Rosewood Doha & Our Culture

Rosewood Doha stands as a distinguished luxury destination inspired by Qatar’s coral reefs, combining upscale hospitality, residential living, dining, wellness, retail, and events within a unified environment. It features a 155-room hotel, 162 serviced apartments, 276 private residences, diverse culinary venues, extensive event spaces, and lifestyle experiences including Asaya, Qatar's premier members-only social wellness club, alongside Rosewood's Manor Club for distinguished guests. Since its July 2025 opening, Rosewood Doha has earned prestigious recognitions from the Michelin Guide, Forbes Travel Guide, and Qatar Tourism, underlining its commitment to excellence and innovative luxury lifestyle experiences.

Our workplace philosophy centers on Relationship Hospitality and a culture called "Make the Place," emphasizing meaningful careers, personal authenticity, professional growth, and legacy building. We support inclusiveness and invest in our team’s development, celebrating achievements and encouraging innovation.

Associate Benefits

• Competitive salary and comprehensive benefits package.
• Quality housing accommodations in prime locations within Lusail and the Pearl.
• A day off on your birthday to celebrate personal milestones.
• Tailored development plans and ongoing learning to foster career advancement.

Role Overview and Responsibilities

• Ensure guest information confidentiality and compliance with Rosewood Standards.
• Verify that guest preference forms are accurately completed and updated before arrival, distributing relevant details to departments to fulfill requests.
• Record and track any guest service issues or opportunities in Opera software.
• Respond to guest queries promptly via phone, e-mail, messaging platforms, or in person within the same day.
• Coordinate with departments to address special requests, alerts, and guest preferences.
• Maintain thorough knowledge of hotel facilities, including food and beverage promotions, room offerings, special guest programs, and spa amenities.
• Stay informed about new promotions, menu updates, guest activities, occupancy figures, and VIP guest arrivals.
• Provide warm, courteous guest welcome and engage in natural, heartfelt conversations.
• Manage online guest feedback received through platforms such as TrustYou, Tripadvisor, Google, and Booking.com, ensuring issues are logged in Knowcross for internal follow-up.
• Compile and submit monthly reports summarizing guest experience glitches identified via survey tools.
• Research guest profiles ahead of arrival to personalize experiences, assembling top VIP profiles for distribution.
• Monitor guest birthdays and send appropriate greetings.
• Prepare daily reports and monitor guest interactions throughout the day.
• Coordinate timely delivery of requested amenities such as flowers, beverages, and pastries.
• Ensure special room decorations and VIP room inspections meet standards.
• Oversee welcome and amenity arrangements for arriving and current guests.
• Execute all duties of Managers on Duty when required.
• Create a motivating work environment that encourages teamwork and productivity, maintaining positive communication and morale among staff.
• Encourage innovation to create memorable guest experiences.
• Manage staff scheduling (rota) effectively and on time.
• Lead by example as a role model for the guest relations team.
• Maintain expertise in front office systems including Opera, Knowcross, and Vingcard.
• Represent Rosewood Doha professionally and courteously at all times.
• Assist in overseeing Guest Relations and Service Center teams to deliver exceptional service aligning with the Rosewood brand standards.
• Communicate new policies and procedures to staff and ensure compliance with updated SOPs.
• Continuously seek improvements to guest relations processes and team performance.
• Handle guest complaints with understanding and hospitality, ensuring resolution and follow-up by managers on duty.
• Monitor associate appearance, enforcing dress code standards to uphold a professional image.
• Maintain appropriate telephone and email etiquette.
• Coordinate with the Director of Front of House on special arrivals and departures, including SAG (special agent guests).
• Disseminate shift information through pre-shift logs, emails, and meetings.
• Possess comprehensive knowledge of all guest rooms.
• Participate in daily operational meetings and contribute to hotel-wide initiatives.
• Collaborate with department heads flexibly focusing on overall hotel success and guest satisfaction.
• Support associates effectively by addressing their needs firmly, fairly, and consistently.
• Supervise group arrival procedures including rooming lists, accounting instructions, and special requests.
• Keep the Director of Front of House informed of guest relations team performance.
• Conduct spot checks on supervisors and associates to uphold brand standards.
• Drive upselling goals by motivating and leading the team.
• Promote hotel facilities actively and effectively.
• Assist in associate performance appraisals and recruitment processes.
• Ensure smooth coordination between Guest Relations, Front Office, Finance, and Housekeeping departments.
• Engage fully in daily handovers, sharing relevant operational information.
• Respond promptly and courteously to all guest requests.
• Organize monthly departmental meetings and monitor the timely progress of departmental projects.
• Participate in both internal and external training sessions.
• Report disciplinary or grievance matters promptly to the Assistant or Director of Front of House.
• Ensure compliance with LQA, Forbes, and Rosewood service standards.