Marriott Careers


Doha, Qatar
Rooms and Guest Services Operations

Job Description

Check out pictures from associates at this location, and some videos too!

Posting Date Mar 10, 2018
Job Number 18000OJZ
Job Category Rooms and Guest Services Operations
Location The Westin Doha Hotel & Spa, Doha, Qatar VIEW ON MAP
Brand Westin Hotels & Resorts
Schedule Full-time
Relocation? No
Position Type Non-Management/Hourly

Start Your Journey With Us
At Westin, we are committed to empowering the well-being of our guests by providing a refreshing environment, thoughtful amenities, and revitalizing programming to help ensure that they leave feeling better than when they arrived. We recognize that travel can be disruptive to our guests’ well-being, and we’re energized to assist as partners in helping them maintain control and soaring above it all while on the road. Everything we do is designed to help guests be at their best, and they appreciate our supportive attitude, anticipatory service and extensive knowledge on how to best assist them throughout their stay. We are looking for dynamic people who are excited to join the team and ready to jump into any situation to give a helping hand. If you’re someone who has is positive, adaptable and intuitive, and has a genuine interest in the well-being of others around you, we invite you to discover how at Westin, together we can rise.

Position Purpose:
Providing accurate information concerning hotel facilities, venues and functions and handling guest inquiries in regards to Westin Running program, restaurant bookings, excursions, ticketing, confirmation of flights, golf bookings, Sports events, etc. Supervises the issue of keys, mail, messages, and parcels to the guests. Responsible to provide professional and customer focused service to our guests, ensuring that their stay will become a memorable experience. Your role will include but not limited to the following key responsibilities:
Essential Functions:
  • Responds to guest needs and resolves any issues that may arise and report them to all departments concerned.
  • Ensures house rules are maintained during shift in all guest services related areas.
  • Be aware of all brand Programs and ensure implementation.
  • Answers guest questions and handles guest requests in a polite and efficient manner such as giving information, handling tour bookings, restaurant reservations, providing directions, confirming air tickets, issuing wireless internet access codes to guests etc. in compliance with The Westin policies, procedures & standards related to this section. If needed, refers requests to relevant departments to ensure customer satisfaction.
  • Acknowledge and recognize SPG members and deliver the appropriate welcome over the phone.
  • Keeps updated information concerning the hotel services, local places of interest, restaurants, transportation, sport facilities, churches, shopping areas, banks, embassies, cinemas, museums, Theatres, sports & recreational facilities and all relevant information likely to be of guest’s interest in order to be able to answer guest requests and questions.
  • Conduct effective shift briefings to ensure hotel activities and operational requirements are known.
  • Ensures that all guest requests are entered in StarGuest Response, promptly.
  • Maintain records and ensure the delivery and distribution of incoming and outgoing mail, faxes, messages and parcel addressed to current or future guests in accordance with hotel policy.
  • Maintain cleanliness and tidiness of desk area and replenishes counter with brochures and city maps in English and Arabic language.
  • Ensure prompt, efficient and courteous reception of guests.
  • Assist in training new staff members.
  • Thoroughly conversant with all room types, décor and outlook.
  • Communicate complaints to Duty Manager.
  • Greet guests upon arrival using their name, with a smile giving them individual attention following the standard check-in procedure friendly and professionally.
  • Be aware of hotel facilities and promotions.
  • Promote the Hotel generally and be aware of outlet’s opening times and locations, promotions; promote Starwood Preferred Guest Program
  • Be aware of daily functions, events, VIP’s and group arrivals and carry out any other duties as required.
  • Maintain order and security of guest keys and other selected keys kept in Front Office, ensuring key issue policy is followed.
  • Prepare efficient work schedule for Bell staff, arranging holidays and vacations, taking into consideration projected occupancy and forecasts and any large group movements, especially those with early or late arrivals and departures
  • Demonstrate service attributes in accordance with hotel policy and standards including being attentive to guests, accurately and promptly fulfilling guests requests, anticipate guests needs, maintain a high level of knowledge which affects the guest experience and demonstrate a ‘service’ attitude.
  • Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service.
  • Support and assist in all bell services tasks when required.
  • Attends to guest’s complaints, inquiries and requests, referees problems to supervisor/Duty Manager if he/she unable to assist.
  • To suggest ways of reducing cost without effecting the hotel standards & quality of service.
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.