Concierge Agent

Mandarin Oriental Hotel Group; Dubai; On-site; AED 30,000 - 60,000; Full time

Job summary

An established industry player in the hospitality sector is seeking a dynamic Concierge Agent to join their team in Dubai. This role is pivotal in providing five-star services, ensuring guest satisfaction through personalized experiences. You will engage with guests, assist in organizing travel and entertainment, and maintain detailed records using concierge software. With a strong emphasis on local knowledge and service excellence, this position offers a unique opportunity to thrive in a fast-paced environment. If you are passionate about delivering exceptional service and have a deep understanding of Dubai, this role is perfect for you.

Qualifications

• 3+ years experience in a 5-star hotel environment, with 2 years in Concierge or Guest Relations.
• Proficient in concierge software and Microsoft Office.

Responsibilities

• Engage guests to identify preferences and anticipate their needs.
• Assist with booking travel, dining, and cultural activities.

Skills

Customer Service Orientation

Communication Skills

Interpersonal Skills

Organizational Skills

Multitasking

Education

Senior School Qualification

Tools

Microsoft Office

PSMS

Alice

Job description

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.

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