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Hotel Representative and Tour Guide - Romanian Market - Qatar

Doha, Qatar

Company: DESERT GATE TOURISM - QATAR

An organization built on professionalism, extensive experience, and guest-centricity, Desert Gate was the long-sought dream of a visionary who established the company in 2004 as a supplier of the local needs of top-level tour operators in the UAE. Today, it is a full-fledged premium DMC, serving the seven emirates of the UAE, Oman, the Maldives, and its newest destinations Qatar and Mauritius. Over the years, the company has been recognised and rewarded for its innovative approach to product design as well as providing top notch service to its guests.

With a solid financial base complemented by a well-proven, reliable top management boasting 75 years of combined experience in the travel industry, Desert Gate envisions becoming the number one luxury travel group in the Gulf region, with a plan to expand its services to other destinations that are culturally connected to its home market.

Desert Gate is part of the MTS Globe group (www.mtsglobe.com) and through that partnership has access to the best-in-class technology and cleanest XML feed in the industry. Also, as a traditional DMC, Desert Gate has all you can expect from a first-rate ground handler, such as excellent contracting, creative excursions, and superior in-resort service levels.

Main Task and Responsibilities:

HOTEL REPRESENTATIVE

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.

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 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.

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