Guest Relations Associate

About Rosewood Doha

Rosewood Doha is an iconic luxury destination inspired by Qatar's coral reefs, combining a variety of upscale offerings including a 155-key hotel, serviced apartments, private residences, multiple dining venues, event spaces, wellness clubs, and exclusive guest services within a singular integrated environment. Since its 2025 opening, it has earned numerous regional and international accolades such as Michelin and Forbes Travel Guide distinctions, affirming its exceptional hospitality standards.

Why Join Us?

At Rosewood Doha, we foster a culture where passion meets purpose and careers hold significant meaning. We embrace Relationship Hospitality and a culture of "Make the Place," empowering associates to be authentic, grow confidently, deliver extraordinary experiences, and build lasting legacies. Our diverse and inclusive community prioritizes your personal and professional development, celebrates milestones, and inspires ongoing discovery.

Associate Benefits

• Competitive salary and comprehensive benefits.
• Quality accommodation conveniently located in Lusail and the Pearl.
• A special birthday leave to honor your personal milestones.
• Personalized career development plans and ongoing learning opportunities.

Primary Responsibilities

• Greet and answer all incoming calls promptly and courteously, adhering to telephone etiquette standards.
• Utilize the Glowing system to communicate effectively with guests.
• Conduct daily departure calls to assess guest experiences and confirm departure times.
• Uphold departmental policies, service procedures, and quality standards consistently.
• Maintain expertise in the correct operation and maintenance of equipment, using devices solely as intended.
• Provide anticipatory, prompt service, acknowledging all guests attentively regardless of workload or time.
• Address and resolve guest complaints to ensure satisfaction.
• Keep assigned work areas clean, sanitary, and well organized.
• Stay informed about scheduled events, group bookings, hotel contact details, and operational hours of all outlets and services.
• Prepare your workstation daily, ensuring necessary supplies and resources are available.
• Securely log in to headset consoles and relevant systems to manage communications.
• Handle telephone, email, and WhatsApp guest requests within ten minutes of receipt in a friendly manner.
• Answer incoming phone calls within three rings using appropriate greetings and closings.
• Direct callers efficiently to desired guests or hotel departments.
• Monitor active lines, updating waiting callers and offering to take messages.
• Respond to unanswered lines by returning calls with updates and message taking as needed.
• Accurately record and relay messages, activate or deactivate message indicators as required.
• Manage wake-up calls and provide precise information on hotel facilities and services.
• Process requests related to screening calls, do not disturb status, call transfers, conference calls, and non-registered guests.
• Access systems for foreign language operator assistance and support guests with local and international calls.
• Report telephone system issues through Knowcross tickets and document guest concerns therein, ensuring follow-up and resolution.
• Serve as the hotel’s central communication source during emergencies.
• Update guest preferences daily in their profiles.
• Adhere to appropriate language standards, avoiding slang.
• Follow Luxury Quality Assurance (LQA) and Forbes Travel Guide standards thoroughly.
• Fully leverage the Glowing platform for communicating with guests before, during, and after their stays.
• Perform additional duties as assigned.