Core Agent

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Job description / Role Job Type Full Time Job Location Doha, Qatar Nationality Any Nationality Salary Not Specified Gender Not Specified Arabic Fluency Not Specified Job Function Customer Service Company Industry Travel, Hotel & Tourism About the role As a Core Agent, you will be part of the heart of our guest experience, serving as the first point of contact and ensuring seamless communication across departments. Your role will involve handling internal and external calls, managing guest requests efficiently, and supporting the smooth flow of operations within the hotel. Responsibilities Answer and direct incoming phone calls, guest requests, and faxes in an efficient, courteous, and professional manner, ensuring maximum guest satisfaction while adhering to Four Seasons standards and policies. Build meaningful connections with guests, proactively seek feedback, and identify opportunities to resolve concerns and exceed expectations. Hanle all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible and resolving guest complaints effectively. Assist guests with inquiries regarding hotel services, operating hours, key hotel personnel, in-house events, facilities, directions, and local recommendations. Respond to guest requests accurately and promptly, providing thoughtful recommendations based on local knowledge and hotel practices. Ensure all guest requests are accurately logged, followed up, and updated through completion. Monitor incoming guest messages through FS Messenger and respond promptly, involving the appropriate departments when required. Prepare the daily Glitch Report for the morning briefing and ensure relevant issues are communicated and followed through. Coordinate pre-arrival and post-stay correspondence with guests, with particular attention to Elite Guests and other high-priority profiles. Review daily arrivals and ensure appropriate handling of Special Attention Guests, Return Guests, VIPs, and Groups. Inspect VIP and Special Attention guestrooms to ensure they are fully prepared and meet the required standards for a seamless arrival experience. Check reservations three days prior to arrival according to the established schedule, ensuring all details, preferences, and special requests are accurate and properly communicated. Ensure the accuracy and quality of guest emails, reservation confirmations, and pre-arrival communications. What you bring: A minimum of 2 years of experience in the same field. Reading, writing and oral proficiency in the English language. Demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the company. Working computer skills and knowledge including but not limited to Excel, Word, PowerPoint, Internet and Micros.