Guest Service Agent

Job description / Role

Company Description

From high-octane lobby socialising to events, celebrations, and business conclaves, every venue pulses to the electric Mondrian beat. With food and nightlife venues spread across eight different locations on the property, there is nothing like Mondrian Doha in the entire region.

Job Description

- Place outside calls and answer the switchboard in accordance with agreed departmental standards.
- Telephone guests in accordance with their wake-up call requests in line with prescribed standards, and to inform Security if the guest does not answer the call.
- Provide inland and international calls for guests as required, and to administer and charge these as per procedure.
- Fully conversant with all aspects of the bleep procedures (including emergency testing).
- Activate internal and outside pagers according to procedure.
- Input and keep updated guest messages within TMS.
- Ensure that guest names are used wherever possible.
- Ensure use of your own name wherever possible.
- Correctly take and place room service orders, ensuring that the order is repeated back to the guest as per the procedure.
- Familiarize yourself with the guest's needs and requirements in order to ensure an efficient and friendly service.
- Create and maintain a personal and respectful rapport with regular guests.
- Carry out telephone cleaning duties as required.
- Ensure all equipment, especially telephones, mobile phones, bleeps, etc are maintained and kept in good repair.
- Assist with the reporting of all house phones, fire, emergency and lift phones when out of order.
- Contact your supervisor when specific difficulties arise.
- Read the daily instructions board every morning/afternoon/evening, and to observe changes re: bleeps, staff, guests, etc., and to enter the names of key personnel for reference purposes.
- Undertake and complete any special projects, tasks or other reasonable request by your department head and/or Hotel Management.
- Continuously endeavor to improve the knowledge of the job.
- Ensure guest satisfaction by performing such duties as attending to guest requests and enquiries courteously and efficiently, and accepting changes or additions in work hours which are necessary for the maintenance of uninterrupted service to hotel guests and visitors
- Be aware of short and long-term marketing promotions.

Requirements

Qualifications

- Strong verbal and written communication skills in English
- Maintain positive and productive working relationships with other employees and departments
- Ability to work independently and to partner with others to promote an environment of teamwork

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.