Guest Relations Manager

About The Ritz-Carlton, Doha

The Ritz-Carlton, Doha offers an exquisite luxury resort experience along the Arabian Gulf's pristine shores, with a legacy spanning nearly 24 years. The 5-star property is home to 374 stylish rooms and suites, acclaimed restaurants, a world-class spa, a cutting-edge fitness center, indoor and outdoor pools, a private beach, and a Club Lounge providing bespoke experiences. The hotel also caters extensively to events such as meetings and weddings with dedicated planning support.

Role Overview

The Guest Relations Manager acts as a pivotal leader in delivering exceptional hospitality and service across the property. This role encompasses managing front desk operations, addressing guest inquiries, overseeing service issue resolutions, and ensuring compliance with safety and operational policies.

Responsibilities

• Lead and manage guest services and front desk teams through effective communication, fostering mutual trust and cooperation among staff.
• Supervise employees and perform duties as needed during absences, setting an example of integrity and honesty.
• Oversee daily operations to uphold quality standards and meet customer expectations consistently.
• Develop goals and plans to prioritize workload and organizational objectives.
• Handle guest complaints and disputes professionally to ensure satisfactory resolution.
• Contribute to energy conservation efforts during facility tours.
• Support implementation and communication of customer recognition and service programs.
• Conduct regular inspections of the facility to maintain standards in appearance, safety, staffing, security, and maintenance.
• Ensure compliance with all policies, emergency plans, and loss prevention procedures.
• Deliver outstanding customer service to exceed guest satisfaction and foster retention.
• Provide coaching and feedback to employees regarding service behaviors and guest interactions.
• Maintain visible leadership presence during peak periods and attend to guest requests promptly.
• Collect and track guest feedback systematically and encourage continuous improvement within teams.
• Identify team members’ developmental needs and provide mentorship and performance guidance.
• Assist in recruitment processes to secure skilled team members.
• Communicate effectively across departments to support operational goals and resolve issues.
• Participate in investigations of accidents involving guests or employees.
• Perform front desk duties during busy periods as required.

Candidate Profile and Qualifications

• Possession of a high school diploma or GED with at least one year of experience in guest services, front desk, or related areas, OR
• A two-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or a related field with no required work experience.

Perks and Benefits

• Career growth opportunities within a globally recognized luxury brand and Marriott International's portfolio.
• Comprehensive personal and professional development including curated training and mentorship.
• Competitive compensation package inclusive of accommodation, airfare, transportation, meals, and more.
• Exclusive leadership development programs and recognition for outstanding service.
• Privileges such as preferred member rates at Marriott hotels worldwide, dining and wellness discounts for associates and families.
• Medical insurance coverage and dedicated HR support focused on wellbeing and success.

Additional Information

Job Number: 26088309
Job Category: Rooms & Guest Services Operations
Location: 1 West Bay Lagoon, Doha, Qatar
Schedule: Full Time
Position Type: Management
The Ritz-Carlton commits to equal opportunity employment, valuing diverse backgrounds and promoting inclusive workplace culture. The brand’s commitment to its Gold Standards and service philosophy guides every associate to deliver extraordinary hospitality.