Reservations & Royal Services Agent

The Reservations & Royal Services Agent is responsible for delivering exceptional, personalized service to guests before, during, and after their stay. This role combines reservations handling with luxury concierge-style support, ensuring a seamless and memorable guest experience that reflects the standards of Raffles & Fairmont Doha.

Key Responsibilities

• Handle guest reservations accurately and professionally via phone, email, and online systems
• Maximize room revenue through effective upselling and cross-selling techniques
• Ensure all reservations are entered correctly into the PMS, including special requests and preferences
• Maintain up-to-date knowledge of room types, rates, packages, and promotions
• Coordinate with Front Office, Sales, and Revenue teams to ensure reservation accuracy
• Act as a single point of contact for VIP, Royal, and long-stay guests
• Deliver personalized and anticipatory service, exceeding guest expectations
• Handle guest inquiries, requests, and complaints with professionalism and discretion
• Coordinate guest arrangements such as transportation, dining reservations, special occasions, and amenities
• Maintain detailed guest profiles and preferences to enhance personalized service
• Ensure VIP arrivals, in-house stays, and departures are flawlessly managed
• Maintain accurate records, reports, and guest information
• Follow brand standards, SOPs, and luxury service etiquette at all times
• Ensure confidentiality and data protection of guest information
• Liaise closely with all hotel departments to ensure seamless service delivery
• Adhere to health, safety, and security policies

• Diploma or degree in Hospitality Management or related field preferred
• Minimum 1–2 years of experience in reservations, guest services in a luxury hotel and/or resort
• Excellent English communication skills; Fluency in other languages is an advantage
• Knowledge of Opera PMS or similar systems is an advantage