Abu Dhabi Experiences Concierge and Guest Advisor

Miral; United Arab Emirates; On-site; AED 90,000 - 150,000; Full time

Job summary

Miral Destinations in Abu Dhabi is hiring a Hotel Concierge Executive to be the primary contact for guests seeking to learn about and book destination experiences. You will offer personalized recommendations, promote a range of local experiences such as theme parks, desert safaris, and tours, and help guests plan memorable stays.

The role requires 3+ years in customer service or hospitality, a bachelor’s degree in Hospitality Management or Sales, and strong communication and problem-solving

Qualifications

• 3+ years’ experience in customer service, sales, and/or hospitality
• Bachelor’s degree or equivalent and/or certification in Hospitality Management and Sales

Responsibilities

• Greet and welcome guests at the desk with a warm, professional demeanour.
• Provide comprehensive information about Abu Dhabi destination products, services, and experiences.
• Process the sales and purchases of products and services provided by Masarra through the designated portals and systems.
• Ensure the correct product is offered to the guest based on their needs and preferences.
• Engage with guests to identify interests and recommend suitable packages or experiences.
• Maintain a guest-centric approach, ensuring complete satisfaction throughout interaction and after-sales.
• Handle guest inquiries, requests, and complaints promptly and effectively, ensuring high guest satisfaction.
• Demonstrate confidence and patience when handling multiple interactions and high-stress situations, prioritizing guest experience.
• Actively promote and sell a variety of experiences, including theme parks, desert safaris, city tours, and airport services.
• Identify opportunities to upsell and cross-sell services to increase revenue.
• Meet and exceed sales targets set by management through proactive guest engagement.
• Manage bookings for hotel rooms and various experiences through the reservation system.
• Coordinate with internal departments and external service providers to ensure seamless service delivery.
• Process payments and handle credit card transactions accurately and securely.
• Track and report on daily sales performance and guest feedback.
• Ensure the concierge desk is well-organized, clean, and fully stocked with necessary materials.
• Escalate complex guest issues to the appropriate department or manager when necessary.
• Submit the Daily Checklist at the beginning of each shift to confirm desk readiness.
• Log all guest interactions daily in the designated system or sheet as part of routine reporting.
• Adhere strictly to the SOPs for booking processes and post-booking protocols.
• Work closely with other departments, including marketing, sales, and IT, to ensure alignment and seamless operations.
• Work closely with other hotel staff and management to ensure seamless operations and a positive guest experience
• Maintain strong relationships with key stakeholders.
• Act as a liaison to address and resolve escalated customer service issues.

Skills

Customer service

Sales

Hospitality

Communication skills

Problem-solving

Teamwork

Education

Bachelor’s degree in Hospitality Management or Sales

Job description

Miral Destinations in Abu Dhabi is hiring a Hotel Concierge Executive to be the primary contact for guests seeking to learn about and book destination experiences. You will offer personalized recommendations, promote a range of local experiences such as theme parks, desert safaris, and tours, and help guests plan memorable stays.

The role requires 3+ years in customer service or hospitality, a bachelor’s degree in Hospitality Management or Sales, and strong communication and problem-solving