Concierge Agent

Mandarin Oriental; Dubai; On-site; AED 90,000 - 150,000; Full time

Benefits offered by this job

Learning & Development

MOstay programme

Health & Colleague Wellness

Colleague Comfort and Convenience

Competitive Salary and Benefits

Job summary

Mandarin Oriental Downtown, Dubai is seeking a Concierge Agent to join our Concierge team, delivering five-star service and anticipating guest needs with warmth and precision. Based at Wasl Tower on Sheikh Zayed Road, you will leverage deep local knowledge of Dubai to tailor recommendations and assist with bookings, directions, and transport for a seamless guest journey.

You will uphold MOHG Legendary Quality Experiences in every interaction, collaborate with colleagues, and adapt to a

Qualifications

• Minimum 3 years’ experience in a 5-star hotel.
• At least 2 years in Concierge, Guest Relations or Front Office.
• Previous Dubai work experience is essential.
• Proficient with front office systems such as PSMS, Alice, and MS Office.

Responsibilities

• Engage guests in conversations to identify preferences and anticipate needs for a personalized experience.
• Assist with booking and organizing travel, entertainment, dining, and cultural activities with clear directions and transport options.
• Maintain detailed records of guest requests and bookings using concierge software and communicate updates to management.
• Demonstrate deep local knowledge of Dubai to tailor recommendations across dining, nightlife, shopping, arts, and culture.
• Ensure guest satisfaction by delivering MOHG Legendary Quality Experiences and responding effectively to requests and complaints.
• Foster collaboration, participate in team meetings, and model exceptional service and communication.

Skills

English fluency

Arabic (preferred)

Customer service

Multitasking

Education

Senior school qualification

Clefs d'Or membership (plus)

Tools

Microsoft Office

PSMS

Alice

Front office systems

Job description

Mandarin Oriental Downtown, Dubai is looking for a Concierge Agent to join our Concierge team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Located within Wasl Tower on Sheikh Zayed Road, Mandarin Oriental Downtown, Dubai offers an elevated expression of modern hospitality in the heart of the city. Designed by UNStudio, the tower sets a distinctive architectural tone, while the hotel’s 259 guestrooms and suites reflect contemporary, design-led living with panoramic views across the Dubai skyline. The hotel’s dining portfolio includes Yù & Mì, Chitarra, Noia by the Pool, as well as Majestas Group concepts Billionaire, Lion in the Sun and FB1, with forthcoming openings including Osaka, Pavyllon Dubai by Yannick Alléno, and a street-level urban eatery.

Additional features include a rooftop helipad, a two-storey spa and wellness sanctuary, landscaped rooftop pools and versatile event spaces. The Residences at Mandarin Oriental Downtown, Dubai are set to open by 2027.

About The Job

Based at the Mandarin Oriental Downtown, Dubai within the Concierge Department in Dubai, the Concierge Agent is responsible for providing five-star services to all guests and colleagues. The Concierge Agent will be creative and accommodating to all of the guest’s needs and requests. Concierge Agent reports to Chief Concierge.

As a Concierge Agent, you will be responsible for the following duties:

• Engage guests in meaningful conversations to identify preferences and anticipate their complete needs for a personalized and successful experience.
• Assist with booking and organizing travel, entertainment, dining, and cultural activities while providing clear and accurate directions and transportation options.
• Maintain detailed records of guest requests and bookings using concierge software, and communicate key updates and challenges with management and colleagues.
• Possess deep local knowledge of Dubai, including transportation, dining, nightlife, shopping, arts, and cultural venues, ensuring all recommendations are personal and well-informed.
• Ensure guest satisfaction throughout the stay by delivering service aligned with MOHG Legendary Quality Experiences (LQEs) and responding effectively to all requests and complaints.
• Foster collaboration, participate in team meetings, and act as a role model with strong communication, empathy, and commitment to service excellence.

As a Concierge Agent, We Expect From You

• Holds a senior school qualification or equivalent; Clefs d’Or membership is a plus.
• Has a minimum of 3 years’ experience in a 5-star hotel environment, with at least 2 years in Concierge, Guest Relations, or Front Office roles.
• Previous work experience in Dubai is essential.
• Proficient in Microsoft Office, PSMS, Alice, and other relevant front office systems.
• Excellent English communication skills; additional language skills such as Arabic are preferred.
• Strong customer service orientation, interpersonal and organizational skills, with the ability to multitask, prioritize, and work flexible shifts in a fast-paced environment.

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• Colleague Comfort and Convenience: Benefit from comfortable accommodation, a duty transportation, and duty meals to ensure your work experience is both enjoyable and hassle-free.
• Competitive Salary and Benefits: We offer a competitive salary and an attractive benefits package, fully aligned with UAE industry standards, to ensure your financial well-being and stability.

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