Guest Experience Expert - Guest Relations

Additional Information Job Number 26139792 Job Category Rooms & Guest Services Operations Location P.O. Box 23400, West Bay Lagoon, Doha, QatarVIEW ON MAP Schedule Full Time Located Remotely? N Position Type Non-Management YOUR LEGACY STARTS WITH US At The Ritz-Carlton, Doha, we invite you to experience refined luxury where timeless elegance meets true Qatari hospitality. Situated along the pristine shores of the Arabian Gulf for almost 24 years, our 5-star resort features 374 elegantly designed rooms & suites, award-winning restaurants, world-class Spa facilities with a state-of-the-art Fitness Center, and impeccable service that defines our legendary brand. From serene indoor and outdoor pools to a private beach and a Club Lounge for elevated and personalized experiences, every detail perfectly reflects our commitment to excellence. The property is also ideal for events with a wide selection of meetings rooms, stunning wedding venues and a dedicated team that thoughtfully plans and tailors to each unique vision. Whether you’re savoring an afternoon tea in our lobby lounge, watching the city skyline sparkle by night in one of our restaurants, or celebrating an important event, The Ritz-Carlton, Doha, presents a truly remarkable setting for life’s most meaningful moments.  FIND PURPOSE IN YOUR PASSION At The Ritz-Carlton, we firmly believe that our Ladies & Gentlemen are the heart of everything we do and the most important resource in our service commitment to our guests. With passion, genuine care, dedication and pride, we can achieve common goals and grow together while crafting moments that will be remembered forever. Which is why at The Ritz-Carlton, Doha, we are currently seeking passionate individuals to join our esteemed team and bring their own unique expertise to our world-famous service philosophy. As an Elite hotel in the region with a deep generational legacy, we offer you in return: A rewarding career within one of the most recognized and prestigious luxury brands in the world. Personal and professional development plans with curated training materials and guidance from highly skilled and experienced colleagues in the industry.  Various opportunities for internal growth both locally and internationally within the portfolio of Marriott International properties. Consistent & reliable support to ensure you always have the tools and knowledge to harness your full potential and reach your goals. A competitive package, inclusive of accommodation, flight tickets, transportation, meals, and more: • Exclusive training and leadership development programs • Recognition and rewards for exceptional service • Preferential Members Rates at Marriott Hotels Globally • Dining & Wellness discounts for your family and you • Medical Insurance Coverage • An HR team dedicated to your success and wellbeing Our jobs aren't just about giving guests a smooth check-in and check-out. Instead, we want to build and create memorable and unique experiences. As a Guest Experience Expert - Guest Relations, you are empowered to move about your space and take the initiative to deliver a wide range of services that guide guests through their entire stay. The Guest Experience Expert is responsible for providing personalized service, anticipating guest needs, handling guest requests and concerns, and creating memorable luxury experiences that align with Marriott International and The Ritz-Carlton service standards. Key Responsibilities Guest Experience • Welcome guests warmly and establish positive relationships. • Provide personalized service throughout the guest journey. • Anticipate guest needs and proactively offer assistance. • Maintain a visible presence in public areas to engage with guests. • Ensure exceptional experiences for VIP, repeat, and loyalty program guests. Guest Relations • Handle guest inquiries, requests, and complaints professionally and efficiently. • Coordinate special arrangements such as celebrations, amenities, airport transfers, and personalized experiences. • Conduct guest follow-ups to ensure satisfaction and service recovery when necessary. • Build emotional connections with guests to foster loyalty and positive brand perception. Operational Support • Collaborate closely with Front Office, Housekeeping, Concierge, Food & Beverage, and other departments. • Maintain accurate guest profiles and preferences within hotel systems. • Assist with arrivals, departures, and rooming of VIP guests. • Ensure all guest requests are tracked and completed promptly. Brand Standards • Uphold Marriott and Ritz-Carlton service standards and Gold Standards. • Promote hotel facilities, restaurants, spa, and other revenue-generating outlets. • Ensure all guest interactions reflect professionalism, warmth, and attention to detail. Administrative Duties • Prepare daily guest activity and guest feedback reports. • Maintain records of guest preferences, incidents, and service recovery actions. • Support departmental projects and initiatives to enhance guest satisfaction scores. Candidate Profile Education & Experience • High School Diploma, Hospitality Diploma, or equivalent. • Previous experience in Guest Relations, Front Office, Concierge, Reception, or Customer Service preferred. • Luxury hotel experience is an advantage. • Marriott experience preferred. Skills & Competencies • Excellent verbal and written communication skills in English. • Strong interpersonal and relationship-building abilities. • Passion for delivering exceptional customer experiences. • Ability to resolve guest concerns effectively and diplomatically. • Strong organizational and multitasking skills. • Proficiency in Microsoft Office and hotel operating systems. • Additional language skills are highly desirable. Core Competencies • Guest Centricity • Emotional Intelligence • Problem Solving • Communication Excellence • Attention to Detail • Teamwork & Collaboration • Adaptability • Professionalism • Cultural Awareness Physical Requirements • Ability to stand and walk for extended periods. • Flexibility to work shifts, weekends, and public holidays. • Ability to move throughout guest-facing areas of the hotel. Marriott Core Values • Put People First • Pursue Excellence • Embrace Change • Act with Integrity No matter what position you are in, there are a few things that are critical to success – creating a safe work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Experience Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts – to get it right for our guests and our business each and

High School Diploma, Hospitality Diploma, or equivalent. Previous experience in Guest Relations, Front Office, Concierge, Reception, or Customer Service preferred. Luxury hotel experience is an advantage. Marriott experience preferred.

Key Responsibilities Guest Experience: Welcome guests warmly and establish positive relationships. Provide personalized service throughout the guest journey. Anticipate guest needs and proactively offer assistance. Maintain a visible presence in public areas to engage with guests. Ensure exceptional experiences for VIP, repeat, and loyalty program guests. Guest Relations: Handle guest inquiries, requests, and complaints professionally and efficiently. Coordinate special arrangements such as celebrations, amenities, airport transfers, and personalized experiences. Conduct guest follow-ups to ensure satisfaction and service recovery when necessary. Build emotional connections with guests to foster loyalty and positive brand perception. Operational Support: Collaborate closely with Front Office, Housekeeping, Concierge, Food & Beverage, and other departments. Maintain accurate guest profiles and preferences within hotel systems. Assist with arrivals, departures, and rooming of VIP guests. Ensure all guest requests are tracked and completed promptly. Brand Standards: Uphold Marriott and Ritz-Carlton service standards and Gold Standards. Promote hotel facilities, restaurants, spa, and other revenue-generating outlets. Ensure all guest interactions reflect professionalism, warmth, and attention to detail. Administrative Duties: Prepare daily guest activity and guest feedback reports. Maintain records of guest preferences, incidents, and service recovery actions. Support departmental projects and initiatives to enhance guest satisfaction scores.