Reservations & Royal Services Agent

Raffles Doha The Reservations & Royal Services Agent is responsible for delivering exceptional, personalized service to guests before, during, and after their stay. This role combines reservations handling with luxury concierge-style support, ensuring a seamless and memorable guest experience that reflects the standards of Raffles & Fairmont Doha. Key Responsibilities Handle guest reservations accurately and professionally via phone, email, and online systems Maximize room revenue through effective upselling and cross-selling techniques Ensure all reservations are entered correctly into the PMS, including special requests and preferences Maintain up-to-date knowledge of room types, rates, packages, and promotions Coordinate with Front Office, Sales, and Revenue teams to ensure reservation accuracy Act as a single point of contact for VIP, Royal, and long-stay guests Deliver personalized and anticipatory service, exceeding guest expectations Handle guest inquiries, requests, and complaints with professionalism and discretion Coordinate guest arrangements such as transportation, dining reservations, special occasions, and amenities Maintain detailed guest profiles and preferences to enhance personalized service Ensure VIP arrivals, in-house stays, and departures are flawlessly managed Maintain accurate records, reports, and guest information Follow brand standards, SOPs, and luxury service etiquette at all times Ensure confidentiality and data protection of guest information Liaise closely with all hotel departments to ensure seamless service delivery Adhere to health, safety, and security policies

Diploma or degree in Hospitality Management or related field preferred Minimum 1–2 years of experience in reservations, guest services in a  luxury hotel and/or resort Excellent English communication skills; Fluency in other languages is an advantage Knowledge of Opera PMS or similar systems is an advantage