Guest Experience Agent

Job Description

The Guest Experience Agent is responsible for delivering exceptional, personalized, and memorable guest experiences throughout the entire guest journey, from pre-arrival to departure.

As a key ambassador of Our Habitas Ras Abrouq, the Guest Experience Agent ensures that every guest feels genuinely welcomed, valued, and connected to the resort's unique philosophy of hospitality, culture, and human connection.

The role involves managing guest arrivals and departures, handling inquiries and requests, coordinating guest experiences, and ensuring seamless communication across departments. The Guest Experience Agent is expected to demonstrate warmth, professionalism, attention to detail, and a proactive approach to anticipating guest needs while maintaining luxury hospitality standards.

Guest Arrival and Departure Experience

• Deliver a warm, personalized, and seamless welcome to all arriving guests in accordance with Our Habitas brand standards.

• Manage guest check-in and check-out procedures efficiently while ensuring accuracy and professionalism.

• Review daily arrivals, departures, VIP guests, repeat guests, and special requests.

• Ensure guest preferences, room allocations, and special arrangements are communicated to relevant departments.

• Escort guests to their assigned villas when required, providing an introduction to the resort's facilities, services, and experiences.

• Coordinate luggage handling and transportation arrangements with the appropriate teams.

• Ensure all departure formalities, including billing and payment settlements, are completed accurately.

• Create positive and memorable first and last impressions.

Guest Relations and Personalized Service

• Build genuine relationships with guests through warm, engaging, and attentive interactions.

• Anticipate guest needs and proactively offer personalized recommendations and assistance.

• Maintain accurate guest profiles, preferences, special occasions, and service history.

• Recognize VIP guests, repeat visitors, and guests celebrating special occasions.

• Handle guest inquiries, requests, and concerns promptly and professionally.

• Resolve guest complaints with empathy, discretion, and effective service recovery.

• Follow up on guest requests to ensure complete satisfaction.

• Promote a welcoming and inclusive environment that reflects the Our Habitas philosophy of human connection.

Guest Experience and Resort Activities

• Provide accurate information about resort facilities, dining venues, wellness offerings, activities, and experiences.

• Assist guests with restaurant reservations, wellness appointments, recreational activities, and special arrangements.

• Coordinate with Food & Beverage, Spa & Wellness, Housekeeping, and other departments to facilitate personalized experiences.

• Recommend resort activities and experiences based on guest interests and preferences.

• Support the organization of special occasions, celebrations, and private guest experiences.

• Ensure guests are informed of activity schedules, operational updates, and resort guidelines.

• Promote resort offerings in a natural and guest-focused manner.

Front Office Operations

• Perform daily Front Office duties, including reservations verification, guest registration, billing, cashiering, and administrative tasks.

• Maintain accurate guest information and transaction records in the Property Management System (PMS).

• Answer telephone calls, emails, and guest messages promptly and professionally.

• Coordinate room readiness, early arrivals, late departures, and special accommodation requests.

• Ensure proper handover of outstanding guest requests and operational information between shifts.

• Maintain cleanliness, organization, and professional presentation of guest reception areas.

• Follow established cash-handling, payment-processing, and financial procedures.

• Support other Front Office functions as required by operational needs.

Luxury Service Standards – LQA and Forbes Travel Guide

• Deliver consistent service in accordance with applicable Leading Quality Assurance (LQA) and Forbes Travel Guide standards, as well as Our Habitas brand expectations.

• Demonstrate professional telephone etiquette, personalized guest recognition, and attentive communication.

• Ensure guest interactions are warm, natural, courteous, and tailored to individual preferences.

• Anticipate guest needs and demonstrate proactive service rather than relying solely on guest requests.

• Maintain high standards of personal grooming, body language, communication, and professional conduct.

• Participate in service quality assessments, training sessions, and departmental audits.

• Apply feedback from quality assessments to continuously improve guest experiences.

• Maintain discretion and confidentiality when handling guest information and sensitive situations.

• Support the resort's preparation for internal and external luxury service assessments, where applicable.

Guest Feedback and Service Recovery

• Actively seek guest feedback during their stay to identify opportunities for improvement.

• Respond promptly to guest concerns and escalate unresolved matters to the appropriate supervisor or manager.

• Record guest complaints, incidents, and service recovery actions accurately.

• Coordinate with relevant departments to ensure timely resolution of guest issues.

• Follow up with guests after service recovery to confirm their satisfaction.

• Share recurring guest concerns and feedback with management to support continuous improvement.

• Contribute to improving guest satisfaction scores and positive online reviews.

Safety, Security and Compliance

• Ensure compliance with company policies, operational procedures, and applicable Qatar regulations.

• Verify guest identification and registration details in accordance with legal requirements.

• Protect guest privacy and maintain the confidentiality of personal and payment information.

• Follow resort safety, security, and emergency response procedures.

• Report suspicious activities, safety hazards, guest incidents, and operational concerns immediately.

• Coordinate with the Security Team when required to ensure guest safety and comfort.

• Maintain awareness of emergency evacuation procedures and resort safety protocols.

Teamwork and Cross-Departmental Coordination

• Maintain effective communication with Housekeeping, Engineering, Food & Beverage, Spa & Wellness, Security, and other departments.

• Participate in daily briefings, departmental meetings, and training sessions.

• Support colleagues during busy operational periods to ensure seamless guest service.

• Communicate important guest information and operational updates accurately.

• Demonstrate flexibility in assisting with other guest-facing responsibilities when required.

• Promote a positive working environment based on teamwork, respect, and collaboration.

• Support newly joined associates in understanding guest service expectations and resort procedures.

Qualifications

• Diploma or bachelor's degree in Hospitality Management, Tourism, Hotel Management, or a related discipline is preferred.

• Minimum 1–2 years of experience in Front Office, Guest Relations, or Guest Experience, preferably within a luxury hotel or resort.

• Previous experience in a five-star hotel, boutique luxury resort, or lifestyle hospitality brand is an advantage.

• Familiarity with LQA, Forbes Travel Guide, or other luxury hospitality service standards is desirable.

• Experience using hotel Property Management Systems, preferably Opera or a similar platform.

• Excellent verbal and written communication skills in English; additional languages are an advantage.

• Strong interpersonal skills with a warm, engaging, and guest-focused personality.

• Ability to handle guest complaints and challenging situations professionally.

• Good organizational skills and attention to detail.

• Ability to work independently and collaboratively within a multicultural team.

• Flexibility to work shifts, weekends, and public holidays according to operational requirements.

Additional Information

What's in it for you...

• The opportunity to join an innovative, fast-growing, international group that’s committed to not just building new hotels but building a global brand.
• The chance to challenge the norm and work in an environment that is both creative and rewarding.
• Become part of a team that’s very passionate about creating great hospitality experiences and exploring new locations at every opportunity.
• A competitive package and plenty of opportunity for development.
• Excellent discounts across the entire Ennismore family of brands.

Working at Our Habitas means being part of a purpose-driven movement. You will help shape stories that go beyond rooms and amenities, creating emotional experiences and connecting people through shared rituals, culture, and a sense of belonging.

If you believe in luxury that speaks to the soul, and want to build something meaningful in two of Middle East's most extraordinary destinations, we’d love to meet you.