Hotel Representative cum Tour Guide

Main Task and Responsibilities:

Hotel Representative

Welcome Guests at the Airport:
– Meet and greet guests upon arrival, ensuring a warm and professional first impression.
– Assist with luggage coordination and provide guests with an overview of their itinerary.
– Escort guests to their transportation, ensuring a seamless transition from the airport to their hotel or excursion.

Assist with Check-in:
– Liaise with hotel reception staff to facilitate smooth and expedited check-in for guests.
– Ensure guests receive all necessary hotel and excursion information, including key cards, welcome packs, and itinerary details.
– Address any immediate guest concerns, such as room preferences, special requests, or dietary needs.

Handle Guest Questions and Queries Swiftly and Effectively:
– Act as the first point of contact for guest inquiries, providing accurate information on services, excursions, and local attractions.
– Offer assistance with bookings, special arrangements, or additional requests.
– Maintain a helpful and resourceful approach, ensuring guests feel valued and well-informed.

Updating Reports on the CRM:
– Accurately input and update guest information, including arrivals, departures, and feedback, in the CRM system.
– Maintain records of guest preferences, issues raised, and any special accommodations made.
– Ensure real-time updates on guest activities, excursion bookings, and complaints for seamless coordination with the operations team.

Handling Payment Collections for Excursions:
– Process payments for tours, activities, and excursions, ensuring accuracy and compliance with company policies.
– Issue receipts and provide guests with booking confirmations.
– Handle cash and card transactions securely, following financial and reconciliation procedures.

Managing Any Complaints in a Constructive Manner:
– Listen to guest concerns with empathy and professionalism, ensuring prompt resolution.
– Take appropriate action to address complaints, escalating unresolved issues to management if necessary.
– Follow up with guests to ensure satisfaction and maintain a positive brand reputation.

Tour Guide

Guiding Groups for Tours of Qatar Attractions:
-Lead groups on guided tours to key landmarks, attractions, and cultural sites in the Qatar.

-Ensure all guests remain engaged, safe, and comfortable throughout the tour.
– Manage group dynamics, ensuring smooth transitions between locations and adherence to schedules.

Providing Expert Local Knowledge:
– Deliver engaging and informative commentary on the history, culture, and significance of Qatar attractions.
– Stay updated on new attractions, events, and tourism developments to provide the latest insights.
– Answer guest questions accurately and confidently, adapting explanations to suit different audience interests and cultural backgrounds.

Ensuring Safety and Compliance During Tours:
– Monitor guest safety and provide clear instructions regarding local laws, customs, and site-specific regulations.
– Handle emergency situations calmly and efficiently, following company safety protocols.
– Conduct risk assessments for tours and ensure all activities comply with safety guidelines.

Creating a Memorable Experience for Guests:
– Engage with guests in a friendly and professional manner, making the tour experience enjoyable and interactive.
– Incorporate storytelling and fun facts to enhance guest interest and understanding.
– Offer personalized recommendations for additional experiences based on guest preferences.

Supporting Sales and Promotions:
– Promote optional excursions, packages, and upgrades to enhance guest experiences.
– Encourage guests to provide feedback, reviews, and referrals to improve service offerings.
– Collaborate with sales and marketing teams to share insights on guest preferences and trending activities.

Coordinating with Drivers and Vendors:
– Work closely with transport providers to ensure timely pickups, drop-offs, and smooth logistics.
– Liaise with attraction operators, restaurant partners, and other vendors to ensure seamless service delivery.
– Resolve any scheduling or operational issues that may arise during tours.

Requirements
EDUCATION & PROFESSIONAL QUALIFICATION

– High school diploma or equivalent; additional training in tourism or hospitality is a plus.
– Valid Qatar Tour Guide License would be an advantage
– Valid Qatar driving license (or an international driving license that can be converted to a Qatar driving license under the RTA scheme)

EXPERIENCE & SKILLS

– Industry Experience – experience in customer service roles in the tourism and hospitality sectors.  Experience of guiding tours and groups is preferred but not essential
– Communication – excellent verbal and written communication skills with a focus on excellent customer service.
– Languages: Fluent in English & Romanian language with excellent verbal and written communication.
– Problem-Solving Skills – demonstrated experience of resolving customer queries and handling conflicts and complaints in a constructive manner.
– Specialist Knowledge – an in-depth knowledge of the Qatar tourist attractions and products is preferred but not essential
– Sales – sales focus
– Efficient in handling payments, updating CRM reports, and ensuring seamless check-in processes.