We are seeking a dedicated and guest-focused At Your Service Agent to join the Rooms & Guest Services Operations team at Element West Bay Doha, Qatar. In this front-facing hospitality role, you will serve as the primary point of contact for all guest communications, ensuring every interaction reflects the high standards of service that define the Element brand. If you thrive in a fast-paced hotel environment and take pride in delivering exceptional guest experiences, this opportunity is for you.
About the Role
As an At Your Service Agent — also known as a Guest Services Coordinator, Hotel Communications Agent, or Rooms Operations Specialist — you will manage the full lifecycle of guest requests from initial contact to resolution. This position sits at the heart of daily hotel operations, requiring sharp attention to detail, professional telephone etiquette, and the ability to coordinate seamlessly across multiple departments including housekeeping, maintenance, concierge, and front desk.
Key Responsibilities
- Answer, record, log, and process all incoming guest calls, requests, questions, and concerns promptly and accurately.
- Operate the telephone switchboard efficiently, routing calls to the appropriate departments and personnel without delay.
- Document all guest interactions in the property management system, ensuring complete and accurate records for follow-up and reporting.
- Coordinate with housekeeping, engineering, and other operational teams to fulfill guest requests within established service timeframes.
- Monitor and track open service orders, escalating unresolved issues to the supervisor or manager on duty.
- Provide guests with accurate information about hotel amenities, services, local attractions, and dining options.
- Handle guest complaints with empathy and professionalism, applying service recovery techniques to ensure satisfaction.
- Maintain confidentiality of all guest information and adhere to data privacy and security protocols.
- Assist with shift handover procedures, communicating pending tasks and active guest requests to incoming team members.
- Support front office and guest relations teams during peak periods, including check-in and check-out rushes.
Requirements & Qualifications
- Previous experience in a hotel guest services, front office, or telecommunications role is preferred.
- Excellent verbal and written communication skills in English; Arabic language proficiency is a strong advantage.
- Strong telephone etiquette with a clear, professional, and courteous speaking voice.
- Proficiency in operating telephone switchboards and basic computer systems (PMS, MS Office).
- Ability to multitask, prioritize, and remain composed under pressure in a dynamic hotel environment.
- Strong organizational skills with meticulous attention to detail in logging and tracking guest requests.
- Flexibility to work rotating shifts, including evenings, weekends, and public holidays.
- A guest-first mindset with a genuine passion for hospitality and service excellence.
What We Offer
- Employment with Element by Westin, a globally recognized hospitality brand under Marriott International.
- Opportunity to work in a premium hotel located in the prestigious West Bay district of Doha.
- Comprehensive training and professional development within the Rooms & Guest Services department.
- Collaborative and supportive team culture focused on service excellence.
Tips to Strengthen Your Application
- Highlight any prior experience in hotel switchboard operations, guest request management, or front office coordination on your CV.
- Emphasize your multilingual abilities — fluency in English plus Arabic, or additional languages commonly spoken by Doha's international guests, will set you apart.
- Provide specific examples of how you resolved a difficult guest situation or managed multiple simultaneous requests under time pressure.
- Familiarize yourself with Element by Westin's brand values and sustainability initiatives, as cultural alignment matters during the interview process.
- Be prepared to demonstrate your telephone communication skills and typing speed during the assessment stage.