Reservations & Royal Services Agent

Company Description

Raffles Hotels & Resorts

The Birthplace of stories and legends since 1887, Raffles is a legendary brand, steeped in history and loved by generations past, present and future.  Raffles, at distinguished landmark addresses around the world, is the vibrant heart of its destination, curating experiences that are culturally enriching, intellectually stimulating and always respectful of local communities, heritage and the environment. 

Fairmont Hotels & Resorts

Join a dynamic team and be part of a network of 90 spectacular properties, and 34 more in the pipeline, in 30 countries around the globe. Our properties are located from the beaches of Hawaii, to the unspoiled national parks of Canada, to the heart of London, to the deserts of the United Arab Emirates.

About Raffles & Fairmont Doha

Discover two distinguished luxury brands united within the iconic Katara Towers at Raffles Doha and Fairmont Doha — where extraordinary hospitality, timeless elegance, and world-class experiences come together.

Raffles Doha offers an atmosphere of intimate luxury and bespoke service, where every detail is thoughtfully curated to create meaningful and memorable moments. Rooted in a legacy of elegance and artistry, Raffles is renowned for delivering gracious hospitality with authenticity, sophistication, and emotional connection.

Fairmont Doha embodies the spirit of grand hospitality, blending contemporary style with the warmth and energy for which the Fairmont brand is celebrated worldwide. With a focus on exceptional service, vibrant guest experiences, and a deep sense of place, Fairmont creates unforgettable stays for today’s global traveler.

Together, Raffles & Fairmont Doha provide a dynamic and inspiring environment for hospitality professionals who are passionate about excellence. Joining our team means becoming part of a culture that values individuality, nurtures talent, and empowers colleagues to create remarkable experiences every day.

About the Application Process

At Raffles & Fairmont Doha, we want to bring out your highest potential. Shortly after applying, you will receive an email from our partner AssessFirst prompting you to create a profile and complete a questionnaire. This is a mandatory step for your candidacy to be considered as it enables us to explore your compatibility with this role and our culture of luxury excellence.

Job Description

We invite you to join the world of luxury hospitality at Raffles & Fairmont Doha as our new Reservations & Royal Service Agent.

As a Reservations & Royal Services Agent at Raffles Doha and Fairmont Doha, you will be responsible for delivering exceptional guest service through efficient handling of reservations, guest inquiries, and personalized assistance. Serving as a key point of contact for our guests, you will represent the elegance and service excellence of both Raffles and Fairmont by ensuring every interaction is handled with professionalism, warmth, and attention to detail.

You will play an integral role in creating seamless guest experiences by coordinating requests, managing communications, and supporting operational excellence across the hotel.

Key Responsibilities:

• Handle hotel reservations, amendments, cancellations, and related guest inquiries accurately and efficiently.
• Provide personalized and professional service to guests via telephone, email, and internal communication channels.
• Manage calls and ensure all guest requests are followed through promptly and courteously.
• Maintain thorough knowledge of hotel facilities, room categories, promotions, services, and local attractions.
• Coordinate with Front Office, Housekeeping, Concierge, Engineering, and other departments to ensure seamless guest experiences.
• Upsell hotel rooms, dining venues, and hotel services where appropriate to maximize revenue opportunities.
• Ensure all guest preferences, profiles, and special requests are accurately updated in the hotel systems.
• Handle guest concerns and complaints professionally, ensuring timely resolution and guest satisfaction.
• Monitor room availability and reservation accuracy in line with hotel standards and procedures.
• Maintain confidentiality of guest information and adhere to all company policies and brand standards.
• Support departmental administrative tasks and reporting requirements as assigned.
• Contribute to a collaborative team environment and uphold the luxury service culture of Raffles & Fairmont Doha.

Qualifications

What will you bring to this role?

• Previous experience in Reservations, Guest Services, Front Office, or a similar customer service role within a luxury hotel environment preferred.
• Excellent verbal and written communication skills in English; additional languages are an advantage.
• Strong interpersonal and guest engagement skills with a passion for delivering exceptional service.
• Professional telephone etiquette and ability to manage guest interactions with confidence and empathy.
• Ability to multitask and work efficiently in a fast-paced environment while maintaining attention to detail.
• Proficiency in hotel systems such as Opera PMS and Microsoft Office applications preferred.
• Strong organizational and problem-solving abilities.
• Ability to work collaboratively within a diverse team environment.
• Flexibility to work rotating shifts, weekends, and public holidays as required.
• Embrace the Raffles and Fairmont brand promise and luxury in your role and in all your interactions.
• Foster an inclusive environment where every individual feels valued and respected.
• Create an environment where colleagues are empowered, supported and recognized.

Additional Information

Employee Benefits
Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits.

Our Values

Respect: We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity. 

Excellence: We make genuine connections, and we cherish every opportunity to make the people around us feel special.​

Belonging: We celebrate our differences. We support each other and we always stand together.​

Empowerment: We have authority to take initiative and anticipate moments that create unforgettable experiences. ​

Integrity: We build trust through mutual respect and being authentic.​

Diversity & Inclusion

We are committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.