Guest Relations Associate

Description

Summary: This role ensures exceptional guest experiences by managing information, preferences, and communications to personalize stays and uphold Rosewood's luxury standards. Highlights: 1. Empowers you to bring your true self and grow with confidence 2. Part of a diverse, inclusive, and supportive community 3. Curate extraordinary luxury lifestyle experiences ### **General Information** Country/Region Qatar Province/City Doha Hiring Entity Rosewood Doha Department Rooms \- Front Office Job Type Full\-time Permanent ### **Job Description** **Why Join Us?** At Rosewood Doha, we create an environment where passion meets purpose – and where careers have meaning. Guided by our philosophy of Relationship Hospitality and our culture of Make the Place, we believe in enriching lives, starting with yours. We empower you to bring your true self, grow with confidence, curate the extraordinary and leave your legacy. You’ll be part of a diverse, inclusive and supportive community that invests in your development, celebrates achievements and inspires you to Discover Your Calling. Together, we push boundaries, explore the uncharted and shape the future of luxury lifestyle experiences. **About Rosewood Doha:** Rosewood Doha is a landmark destination inspired by Qatar’s coral reefs, bringing together ultra\-luxury hospitality, residential living, culinary experiences, holistic wellness, differentiated retail and events within one integrated ecosystem. The property includes a 155\-key hotel, 162 serviced apartments and 276 private residences, alongside a diverse collection of restaurants and lounges, expansive event spaces and curated lifestyle experiences. Our destination also houses Asaya, Qatar’s first members\-only social wellness club, complemented by Rosewood’s signature Manor Club for Club Room and Suite guests. Since opening in July of 2025, Rosewood Doha has been recognized with multiple international and regional accolades, including distinctions from the Michelin Guide, Forbes Travel Guide and Qatar Tourism \- reflecting the scale, ambition and standards of excellence behind the destination. As part of the global Rosewood Hotels \& Resorts portfolio, the property represents a new generation of luxury that goes beyond traditional hospitality into lifestyle, community and experience\-driven destinations. **Our Associate Experience:** We believe exceptional work deserves exceptional care. At Rosewood Doha, we offer a thoughtfully designed associate experience that supports your wellbeing, growth and life beyond work. This includes: * A competitive salary and benefits package * High\-quality associate accommodation in prime locations in the heart of Lusail and the Pearl * A birthday day off (because your milestones matter!) * Personalized development plans and continuous learning opportunities to support your career journey These benefits reflect our commitment to creating an environment where you thrive – professionally and personally – while building a meaningful career with us. **Your Role:** * Ensures that all guest information is handled according to Rosewood Standards. * Ensures that the Guest preference forms are duly completed by guests and updated prior to their arrival. * Ensures that any information received from the Guest preference form or by any other channel, is correctly dispersed to the relevant departments prior to the guest’s arrival as to ensure that all requests are followed through. * Ensure challenges or opportunities occurring previous, during or past a guest stay, are methodically recorded in Opera. * Contacts guests vía Glowing, telephone, e\-mail, or in person within the day from the query being received. * Ensures that guest and company profiles are updated accurately, correctly and timely in PMS. * Notes and follows up on guest preferences and special requests and alerts or trace to respective department is being addressed. * Maintains complete knowledge of the Hotel \& its services (F\&B promotions / Rooms / Special Guest programs and Spa facilities, etc.). * Is fully conversant with new promotions, menu changes, scheduled in\-house guest activities, daily house counts and expected arrivals and departures including VIP arrivals and their background. * Is fully conversant with accommodation features: lay\-out, room type, location décor, in room facilities and equipment. * Hosts and welcomes all guests in a gracious and polite manner; to have the ability to hold a conversation with the guest in a natural and spontaneous way. * Receives all Trust you online guest comments (included but not limited to Trust You surveys, Tripadvisor etc) * Fills in each “guest profile” in Opera PMS with these comments for future stays. * Maintains a thorough knowledge of the city to assist guest whenever is required (Restaurants, tourist sites etc) during the pre\-calling/ pre\-arrival email activity. * Pre\-calls all transient arriving guests in accordance with pre\-calling SOP. * Assemble TOP VIPs guest’s profiles (Show me you Know me) and distribute across the hotel prior to arrival. * Monitors guests’ birthdays and sends birthday online cards. * Prepares the necessary information, reports, and monitors their activities throughout the day. * Updates guests’ preference and relevant information in Opera * Extend all efforts to collect guests’ email address, telephone number and address prior guest’s arrivals. * Pre research guest’s profiles, status and required information in order to personalize their stay. * Follow any special guest room decorations and make sure they are properly done. * Ensures VIP rooms are pre\-checked and inspected. The same will apply to special occasion requests and set ups. * Coordinates the preparation and organization of all welcome / welcome back amenities and amenity process for all arriving and in\-house guests. * Ensures that flower arrangements and/or beverages and/or pastry products are ordered, if necessary or requested, and are placed in guest room in a correct and timely manner. * Escort Arriving Guests to their room and conduct rooming as per RD\-FO\-SOP\-011\. * Ensures that all the departments follow the information provided in traces; guest profile notes and emails are executed. * Organizes the execution of the special preferences and amenities to all guests in a timely manner. * Ensures that all pertinent information is provided to (future) guests and associates. * Ensures that all communication with (future) guests and associates is complete, accurate, engaging and positive. * Maintains confidentiality of all guest information. * Attends daily briefing and communicates all challenges and successes with the rest of the team. * Promptly, accurately and consistently reports all guest complaints and how they were solved. * Attends designated meetings. * Ensures and emphasizes prompt solutions and reporting of any guest concerns and challenges during the shift. Ensures that any challenges (Guest concerns or associate concerns) are communicated or escalated. * Performs all tasks as detailed in daily task list. * Maintains cleanliness and tidiness of work area at all times. * Participates in related project teams. * Positively impacts on the hotel revenue by up\-selling techniques and pre\-calling arrival activities for guests. * 100% compliance with all mandatory training. * Update the information of VIP arrivals for the next day and prepare the weekly one. To be sent daily around or before noon. Update Rosewood Daily report. * Send the amenities catalogues to the guest according to the requests. * Ensures each special program is highlighted and recognized. (SAG, Amex, Elite, Expedia, etc.) * Ensure that brand standards are adhered to at all times, to ensure successful brand standard audit score. * Collect preferences daily and enter into our guest profiles. * Ensure Lobby Coverage and perform Lobby Host Duties. **Standard Responsibilities** * Comply and adhere to the Rosewood company policies. * Take on other tasks in addition of the ones stated, in a reasonable framework. * Be a “Brand Ambassador” at all times and ensure brand integrity and clarity are always maintained. * Model the company’s culture, vision, mission, and core values at all times. * Display hospitality skills when dealing with guests and associates. * Ensure high standards of personal presentation and grooming. ### **About Us** Housed in two striking towers inspired by the coral reefs in the seas surrounding Qatar, Rosewood Doha and Rosewood Residences Doha will consist of an ultra\-luxury hotel with 185 exquisite guestrooms and sumptuous suites, 173 serviced apartments for longer\-term stays and 300 residences available for purchase. The hotel will be one of the city’s most dynamic culinary destinations with a collection of eight innovative outlets, including a bistro, lobby lounge, coffee shop/deli, three specialty restaurants, cigar lounge and a lifestyle entertainment lounge. Featuring a 1,500\-square\-meter ballroom, the property will showcase multiple private event venues, anchored around sleek interiors and state\-of\-the\-art technology, which will transform ordinary events into the extraordinary. The hotel will also introduce Sense, A Rosewood Spa, offering total discretion and relaxation, along with a fitness center featuring state\-of\-the\-art training equipment. Rosewood's signature Manor Club executive lounge concept will soar to new heights in Qatar and offer Club Room and Suite guests curated services with added convenience and privacy. Rosewood Residences Doha will also introduce 300 for\-sale residential apartments, catering to global citizens who crave a lifestyle of authenticity fused with modern luxury. The residences will be complete with bespoke amenities, facilities and services to create the world’s pinnacle of private luxury living and contemporary style in Qatar.