Concierge Agent

Nestled in the city's heart, Mandarin Oriental Downtown, Dubai, offers a stunning fusion of modern design with a touch of oriental flair, redefining hospitality standards.

With unparalleled views of Dubai's skyline, the iconic Burj Khalifa, and the sparkling Arabian Sea, this urban retreat offers 224 luxury Residences and 259 Rooms & Suites.

Going beyond traditional hospitality, Mandarin Oriental Downtown, Dubai, it's not just a hotel but a lifestyle destination, offering relaxation, luxury, and memorable experiences.

Scope of Position

The Concierge Agent is responsible for providing five-star services to all guests and colleagues. It is the mission and intent of this position that the candidate will keep the guest’s perspective in mind at all times and carry out the mission of the Rooms Division. The Concierge Agent will be creative and accommodating to all of the guest’s needs and requests.

Responsibilities

Departmental:

• Create focused conversations with guests which identify their personal preferences.
• Be proactive and anticipate the complete requirements of each guest in order to make their unique experience a success.
• Provide clear directions for all guests travelling outside of the hotel.
• Maintain a daily record via Concierge software of all guest requests, reservations and confirmations for guests.
• Communicate all important details to management and colleagues regarding internal and external events, resources and possible challenges.
• Assists guest in the recommendation, booking and organizing of sightseeing/shopping/arts and cultural activities.
• Assists guests in the confirming or booking of airline flights.
• Assists guests in the recommendation and booking of restaurants, bars, clubs and other entertainment/leisure activities as requested.
• Arranges limousine transportation requests, ensuring that limousine generated revenue is fully maximized.
• Provides all information pertaining to the hotel’s services and facilities.
• Is expected to have an extensive and intimate knowledge of Dubai and surrounding regions. This includes all modes of transportation, restaurants, bars, clubs, retail, sightseeing, arts, and cultural activities. All recommendations must appear to be personal and insightful.
• Ensure customer satisfaction from arrival to departure in accordance to the MOHG Legendary Quality Experiences (LQEs) standards
• Have an in-depth knowledge of directions, travel time, cost and various forms of transportation.
• Maintain a constantly updated database with extensive information about city highlights.
• Demonstrate first-hand knowledge of the recommendations with thorough research.
• Is proactive and able to anticipate the complete requirements to make the experience a success.
• Follow and send confirmations for any bookings via tools available (WhatsApp, text and/ or Alliants).

Colleague Relations:

• Foster a positive work environment, promote teamwork, and address any conflicts or issues that arise.
• Maintain open communication channels with other departments to ensure seamless coordination and colleague satisfaction.
• Participate in regular meetings with management and staff to discuss operational updates, challenges, and opportunities for improvement.
• Serve as a role model demonstrating humility, empathy, integrity, and a commitment to service excellence.

Guest Relations:

• Warmly engage and converse with guests while taking their reservations or any requests needed.
• Ensure customer satisfaction in accordance with the applicable MOHG Legendary Quality Experiences (LQEs).
• Create WOW moments to surprise and delight in house guests.
• Respond to all guests’ needs and requests, utilizing proper communication skills within resources, and other departments, when appropriate.
• Listen to any customer complaints and if possible, resolve them effectively and otherwise refer to the manager in charge.
• Builds relationship with guests to delight and gain loyalty.

Skills and Qualifications

• Senior School qualification or equivalent
• Membership of Clefs d'or is an advantage.
• Previous experience working in Dubai is a MUST.
• Minimum 3 years’ experience working in a 5-star hotel environment.
• Minimum 2 years Concierge/ Guest Relations/ Front Office experience
• Strong commands of Microsoft Office products, PSMS, Alice, etc.
• Excellent verbal and written communication skills in English.
• Verbal and written communication skills in Arabic or other languages are preferred.
• Ability to understand guest needs and expectations and to deliver superior customer service with little input from others.
• Strong interpersonal and communication skills, with the ability to interact effectively with guests and colleagues
• With organizational skills and attention to detail, with the ability to multitask and prioritize in a fast-paced environment.
• Physical capability to stand for a long period of time.
• Flexibility to work a variety of shifts, including evenings, weekends, and holidays as per business needs.