Director of Guest Experience

About Rosewood Doha

Rosewood Doha is a landmark luxury destination in Qatar, inspired by the country’s coral reefs and designed as a fully integrated lifestyle environment. The property brings together high-end hospitality, residential living, dining, wellness, retail, and event experiences in one place. It features a 155-room hotel, 162 serviced apartments, and 276 private residences, plus a wide selection of restaurants and lounges, large event venues, and carefully curated lifestyle offerings.

The destination also includes Asaya, Qatar’s first members-only social wellness club, as well as Rosewood’s Manor Club for Club Room and Suite guests. Since its opening in July 2025, the property has earned multiple regional and international recognitions from the Michelin Guide, Forbes Travel Guide, and Qatar Tourism, underscoring its emphasis on premium standards and experience-led hospitality.

Why Join Us

Rosewood Doha promotes a workplace where purpose, personal growth, and hospitality excellence come together. Guided by Relationship Hospitality and the belief in “Make the Place,” the organization aims to enrich lives and help associates build meaningful careers while expressing their individuality.

Team members become part of a diverse and supportive culture that values development, celebrates success, and encourages people to discover their calling. The company also emphasizes innovation, exploration, and shaping the future of luxury lifestyle experiences.

Associate Experience and Benefits

• Competitive compensation and benefits package
• Quality associate housing in prime areas of Lusail and The Pearl
• Birthday day off
• Personalized development planning and ongoing learning opportunities

Role Overview

The Director of Guest Experience is responsible for leading guest relations service standards, strengthening guest satisfaction, and ensuring that every arrival, stay, and departure reflects the hotel’s luxury positioning. This role involves close coordination across front office, housekeeping, finance, food and beverage, and other departments to make sure guest preferences, special requests, VIP arrangements, and service recovery actions are handled promptly and consistently.

The position also requires active leadership of guest relations, service center, and related front-of-house teams, with a strong focus on communication, coaching, quality control, and the delivery of polished, personalized service.

Key Responsibilities

• Ensure guest information is recorded and managed in line with Rosewood standards.
• Confirm that guest preference forms are completed and updated before arrival.
• Share guest preference details and other relevant information with the correct departments in advance so requests are fulfilled properly.
• Log guest challenges, opportunities, and service observations in Opera before, during, or after the stay.
• Respond to guest queries by phone, email, Glowing, or in person within the same day.
• Track special requests, alerts, and traces with the appropriate departments.
• Maintain detailed knowledge of the hotel, including restaurants, room offerings, promotions, guest programs, spa facilities, and other services.
• Stay current on promotions, menu updates, in-house activities, house counts, arrivals, departures, and VIP movements.
• Welcome and host guests warmly and professionally, with the ability to converse naturally and confidently.
• Review online guest feedback from sources such as TrustYou, Tripadvisor, and similar channels.
• Record negative feedback from platforms such as Google, Tripadvisor, and Booking.com in Knowcross for follow-up action.
• Submit the monthly TrustYou glitch summary through Knowcross by the 3rd of the following month.
• Research guest profiles, status, and preferences in advance to support personalized stays.
• Prepare and distribute TOP VIP profiles across the hotel before arrival.
• Track guest birthdays and send birthday online cards.
• Prepare reports and other required information, while monitoring related activities throughout the day.
• Keep guest preference data and related details current in Opera.
• Arrange flowers, beverages, pastries, and other requested amenities in guest rooms accurately and on time.
• Coordinate special room decorations and ensure they are completed properly.
• Inspect VIP rooms and ensure special occasion setups are checked before arrival.
• Oversee the preparation and organization of welcome and welcome-back amenities for arriving and in-house guests.
• Understand and be able to perform the duties of Managers on Duty when required.
• Create a positive, productive work environment that supports teamwork and high morale.
• Encourage creativity in delivering memorable guest journeys.
• Ensure the rota is prepared accurately and on time.
• Act as a visible host and role model while on duty.
• Demonstrate strong working knowledge of Opera, Knowcross, and Vingcard.
• Represent Rosewood Doha in a polished, professional, and efficient manner at all times.
• Support the management of Guest Relations and Service Center performance to ensure luxury brand standards are consistently met.
• Communicate new policies and procedures clearly and ensure departmental SOPs are updated and followed.
• Continuously identify improvements to strengthen the Guest Relations team and refine operating procedures.
• Handle guest complaints and concerns with empathy and hospitality, ensuring they are resolved through the Managers on Duty.
• Monitor associate appearance and dress code compliance daily.
• Use proper telephone and email etiquette at all times.
• Coordinate with the Director of Front of House on SAGs and any special arrival or departure procedures.
• Share important operational information through pre-shift logs, emails, and departmental meetings.
• Maintain complete knowledge of all guest rooms.
• Attend daily operational morning meetings.
• Participate in hotel-wide and departmental initiatives.
• Work closely with other department heads in a flexible and collaborative way to support overall hotel success and guest satisfaction.
• Respond fairly, firmly, and consistently to associate needs and workplace issues.
• Supervise group arrival procedures, including rooming lists, accounting instructions, and special requests.
• Keep the Director of Front of House updated on Guest Relations team performance.
• Spot-check supervisors, Guest Relations associates, and Service Center associates to confirm brand standards are being followed.
• Lead by example to achieve upselling targets and motivate the team.
• Promote hotel facilities effectively.
• Contribute to associate performance reviews and appraisals with the Director of Front of House.
• Help maintain smooth coordination between Guest Relations, Front Office, Finance, and Housekeeping.
• Take part in daily handovers and communicate relevant operational issues.
• Respond to guest requests quickly and courteously.
• Support the Director of Front of House in organizing monthly departmental meetings, tracking goal completion, and following up on departmental projects.
• Attend internal and external training sessions.
• Participate actively in recruitment for the Guest Relations team.
• Escalate disciplinary and grievance matters immediately to the Assistant/Director Front of House.
• Ensure compliance with LQA, Forbes, and Rosewood standards.

Requirements

• Strong knowledge of luxury hotel guest relations and front office operations.
• Hands-on experience with Opera, Knowcross, and Vingcard systems.
• Ability to manage guest feedback, service recovery, and VIP preferences with precision.
• Excellent verbal and written communication skills, including telephone and email etiquette.
• Proven ability to lead, coach, and support teams in a high-standard hospitality environment.
• Strong organizational skills for handling rooming lists, amenities, special requests, and scheduling.
• Ability to work collaboratively across departments and with senior leadership.
• Comfort with quality inspections, SOP compliance, and brand-standard audits.
• Flexibility to attend meetings, trainings, and operational handovers as needed.
• Professional presentation, discretion, and a guest-centric service mindset.

Additional Information

This is a full-time, onsite position based in Doha, Qatar. The role is centered on luxury hospitality, personalized guest experience, and close operational coordination across departments. No vacancy count, compensation figure, start date, or application deadline was provided in the source.

Any candidate eligibility details, educational requirement, or work experience range were not specified.