Front Office Agent

Job Description

We invite you to join the world of luxury hospitality at Raffles & Fairmont Doha as our new Front Office Agent.

The Front Office Agent at Raffles & Fairmont Doha is responsible for delivering exceptional luxury hospitality by providing a warm, professional, and personalized welcome to guests from arrival until departure. The role serves as the first point of contact, ensuring smooth check-in and check-out procedures, managing reservations, room allocations, guest accounts, and responding to guest inquiries and requests.

The Front Office Agent works closely with Guest Experience/Relations, Butler, Concierge, Housekeeping, Reservations, and other hotel departments to ensure seamless operations and memorable guest experiences. The position requires strong communication, attention to detail, problem-solving abilities, and a commitment to maintaining the highest standards of Raffles and Fairmont luxury service.

Key Responsibilties:

• Welcome guests warmly and provide professional front desk services
• Manage guest check-in and check-out procedures efficiently
• Handle reservations, room assignments, and guest registration
• Respond to guest inquiries, requests, and complaints promptly
• Process payments, billing, and guest account settlements accurately
• Maintain accurate guest profiles and reservation information
• Coordinate with Housekeeping, Concierge, and other departments
• Provide information about hotel facilities, services, and local attractions
• Promote room upgrades, hotel amenities, and loyalty programs
• Handle guest feedback and provide effective service recovery
• Maintain confidentiality and follow hotel policies and procedures
• Ensure compliance with Raffles and Fairmont luxury service standards

Qualifications

What will you bring to this role?

• Diploma or bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field
• Previous experience in Front Office, Guest Services, or Customer Service, preferably in a luxury hotel environment
• Knowledge of Opera PMS or other hotel property management systems
• Proficiency in Microsoft Office applications
• Excellent verbal and written communication skills in English
• Additional language skills are an advantage
• Strong customer service and interpersonal skills
• Excellent organizational, multitasking, and problem-solving abilities
• Professional appearance and a warm, service-oriented personality
• Ability to handle guest complaints with diplomacy and professionalism
• Strong attention to detail and commitment to luxury service standards
• Ability to work flexible shifts, including evenings, weekends, and public holidays
• Ability to work effectively in a multicultural and fast-paced environment
• Strong teamwork and collaboration skills
• Embrace the Raffles & Fairmont brand promise and luxury in your role and in all your interactions
• Foster an inclusive environment where every individual feels valued and respected
• Create an environment where colleagues are empowered, supported and recognized

Additional Information

Employee Benefits
Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits.

Our Values

Respect: We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity. 

Excellence: We make genuine connections, and we cherish every opportunity to make the people around us feel special.​

Belonging: We celebrate our differences. We support each other and we always stand together.​

Empowerment: We have authority to take initiative and anticipate moments that create unforgettable experiences. ​

Integrity: We build trust through mutual respect and being authentic.​

Diversity & Inclusion

We are committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.