Call Center Specialist

Miral Destinations; Abu Dhabi; On-site; AED 60,000 - 80,000; Full time

Job summary

A leading hospitality company in Abu Dhabi is seeking a Concierge Specialist to enhance guest experiences. You will manage inquiries and complaints, analyze feedback, and recommend process improvements. The ideal candidate has 2-5 years of relevant experience, strong problem-solving skills, and at least 1 year of leadership experience. Proficiency in English is required, with knowledge of additional languages being advantageous. Join us to shape exceptional guest service.

Qualifications

• 2-5 years in travel, tourism, hotel management or guest relations.
• At least 1 year of leadership experience.
• Ability to work independently and as part of a team.

Responsibilities

• Handle complex inquiries and complaints to ensure guest satisfaction.
• Manage guest complaints across multiple channels.
• Create reports on guest feedback for management.

Skills

Advanced problem-solving

Decision-making skills

Organizational abilities

Prioritization abilities

Proficiency in English

Proficiency in Arabic

Proficiency in French

Proficiency in Russian

Education

Higher Secondary

University Degree in Tourism or Hospitality Management

Job description

The Concierge Specialist plays a crucial role in delivering superior guest experiences by not only managing inquiries but also taking a proactive approach to resolving complaints, analyzing feedback, and suggesting process improvements. This role requires an advanced understanding of guest relations, complaint management, and the ability to mentor and guide other team members.

Role Scope

Advanced Guest Interaction

• Handle complex inquiries and complaints, ensuring quick resolution and high guest satisfaction.

Complaint Management

• Manage guest complaints across multiple channels, conducting thorough investigations, and implementing solutions to prevent recurrence.

Process Improvement

• Analyze guest feedback, identify root causes of complaints, and recommend process modifications to enhance guest experience.

Reporting

• Create detailed reports on guest feedback and complaints, providing insights for management to improve service delivery.

Relationship Building

• Cultivate strong relationships with guests, partners, and suppliers to enhance the brand’s reputation and service standards.

Mentorship

• Support and guide other team members, sharing expertise and helping to maintain a high standard of service across the team.

General Duties

• Perform additional tasks as required, contributing to the overall success of the concierge team.

Experience and Skills

Essential

• Higher Secondary
• 2–5 years in travel, tourism, hotel management, contact centers, or guest relations.
• At least 1 year of leadership experience.
• Advanced problem-solving and decision-making skills.
• Strong organizational and prioritization abilities.
• Proficiency in English, with additional languages such as Arabic, French, or Russian being advantageous.
• Ability to work independently and as part of a team, adapting to a dynamic work environment

Desirable

• University Degree in Tourism or Hospitality Management
• Experience in the entertainment industry
• Knowledge Retention
• Attention to Details