Concierge Agent

The Concierge Agent serves as a key ambassador of the hotel, providing personalized assistance and local destination expertise to enhance guest experiences. The role supports the Concierge team in delivering exceptional service, coordinating guest requests, arranging transportation, making reservations, and ensuring every guest enjoys a seamless and memorable stay in accordance with Marriott International and The Ritz-Carlton service standards.

Key Responsibilities Guest Service

• Welcome guests professionally and establish positive guest relationships.
• Assist guests with inquiries regarding hotel facilities, services, events, and local attractions.
• Provide personalized recommendations for dining, shopping, entertainment, and cultural experiences.
• Anticipate guest needs and proactively offer assistance.

Concierge Operations

• Arrange transportation, limousine services, airport transfers, and taxi bookings.
• Assist with restaurant, spa, tour, and entertainment reservations.
• Coordinate delivery of guest requests, packages, messages, and special amenities.
• Maintain accurate records of guest requests and follow up to ensure satisfaction.
• Support the Concierge Desk in managing daily operations and guest communications.

Guest Relations

• Handle guest concerns promptly and professionally, escalating issues when necessary.
• Build rapport with guests to create memorable and distinctive experiences.
• Recognize repeat and VIP guests and ensure personalized service delivery.
• Promote hotel services, outlets, and experiences when appropriate.

Administrative Duties

• Maintain updated information on local attractions, transportation schedules, city events, and tourism activities.
• Ensure concierge materials, brochures, and guest information are current and organized.
• Complete daily reports and documentation accurately.
• Utilize Marriott systems and operational procedures efficiently.

Safety & Compliance

• Follow all Marriott and Ritz-Carlton policies and procedures.
• Maintain confidentiality of guest information.
• Adhere to safety, security, and emergency procedures.
• Ensure compliance with local regulations and company standards.

Candidate Profile Education & Experience

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

Skills & Competencies

• Excellent verbal and written communication skills in English.
• Knowledge of Doha attractions, restaurants, shopping destinations, and cultural sites preferred.
• Strong guest-service orientation and interpersonal skills.
• Professional appearance and demeanor.
• Ability to multitask and perform effectively in a fast-paced environment.
• Strong problem-solving and organizational abilities.
• Proficiency in Microsoft Office and hotel property management systems.
• Additional languages (Arabic, Russian, Mandarin, French, etc.) are an advantage.

Physical Requirements

• Ability to stand and walk for extended periods.
• Occasional lifting and carrying of guest items or packages.
• Ability to perform duties in a dynamic hotel environment.

Marriott / Ritz-Carlton Core Competencies

• Put People First
• Pursue Excellence
• Embrace Change
• Act with Integrity
• Serve Our World

Preferred Behavioral Competencies

• Guest Centricity
• Attention to Detail
• Communication Excellence
• Teamwork & Collaboration
• Personal Accountability
• Cultural Awareness
• Initiative & Proactive Service