Guest Relations Associate

Description

Summary: This role involves providing exceptional communication services, maintaining service standards, and resolving guest issues to ensure satisfaction in a luxury hospitality setting. Highlights: 1. Delivering superior guest communication and support through various channels. 2. Ensuring high standards of service and problem resolution. 3. Contributing to a luxury lifestyle experience. 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 * Answer all incoming calls with proper greetings and telephone etiquette standards. * Communicates with Guests using Glowing system. * Conduct departure calls on a daily basis to obtain guest stay experience and departure time. * Maintain complete knowledge of and comply with all departmental policies, service procedures and standards. * Ensure that standards are maintained at a superior level on a daily basis. * Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended. * Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day. * Resolve guest complaints, ensuring guest satisfaction. * Monitor and maintain cleanliness, sanitation, and organization of assigned work areas. * Maintain complete knowledge of scheduled event/daily activities, in\-house groups, hotel extension numbers, all special requests (DND, screen calls, NRG, etc.), hours of operation of each outlet, features and services provided by the hotel. * Set up workstation with necessary supplies and resource materials. * Secure headset console and log onto system. * Access all functions of the system. * Accommodate all telephone, email, WhatsApp requests in a congenial manner within 10 minutes of request. * Respond to all incoming telephone calls within 3 rings, using proper salutation and closing. * Route callers to requested guest or hotel personnel/department. * Monitor busy lines; check back with caller on hold to update status and offer to take a message. * Monitor unanswered lines; return to caller after rings to update status and offer to take a message. * Take, record and relay messages accurately, completely, and legibly. Activate/deactivate guestroom messages light, accordingly, distribute hotel personnel/department messages to designated location. * Accept, record, and deliver wake\-up calls. * Provide callers with accurate information on hotel facilities and services. * Accept and process all guest requests for, Screening calls, Do not disturb, Call transfer/forwarding, Conference calls, Non\-registered guests. * Access system for long distance carrier's foreign language operator. * Assist callers with local and overseas calls. * Monitor telephone system problems and raise Knowcross Tickets. * Document all guest complaints or problems in Knowcross. * Follow up to ensure completion and guest satisfaction. * Assist in emergency situations as central communication center for hotel. * Collect preferences daily and enter into our guest profiles. * Ensure the use of correct verbiage and avoid using any slang language. * Follow all LQA and Forbes standard. * Full knowledge of using Glowing for guest communication from pre arrival, during the stay and post departure. * All other duties as required.