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