Concierge Agent Full-time Job

Responsibilities

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.

Respond to all guests’ needs and requests, utilizing proper communication skills within resources, and other departments, when appropriate.

Maintain a daily record via GoConcierge 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.

Builds relationship with guests to delight and gain loyalty.

Ensure customer satisfaction from arrival to departure in accordance to the MOHG Legendary Quality Experiences (LQEs), the MOHG Pillars and the respective service standards of MOQA.

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.

Skills & 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, GoConcierge, HotSoS

Ability to understand guest needs and expectations and to deliver superior customer service.

Perform job with attention to details and the ability to organize and handle multiple tasks effectively.

Clear communication; effective verbal and written communication skills in English. Arabic is an advantage.

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the worlds most luxurious hotels, resorts and residences. Having grown from its Asian roots into a global brand, the Group now operates 36 hotels and nine residences in 24 countries and territories, with each property reflecting the Groups oriental heritage, local culture and unique design. Mandarin Oriental has a strong pipeline of hotels and residences under development, and is a member of the Jardine Matheson Group.For over 50 years, Mandarin Oriental has been established as a leader in luxury hospitality, and has a rich and proud history. Our mission, to completely delight and satisfy our guests began with the opening of our flagship property, The Mandarin, in 1963 in Hong Kong. The hotel, which was the tallest building on the island when it opened, soon built up an enviable reputation for service excellence, and instantly became a historic landmark a status it still holds today.In 1974 The Oriental in Bangkok, which was already acknowledged as one of the world's most legendary hotels was partially acquired by the Group, giving the company two "flagship" hotels whose names represented the very best in hospitality.These two famous hotels joined to create the brand Mandarin Oriental Hotel Group under the renowned fan logo.Over the next twenty years the Group opened further Mandarin Oriental hotels in Asia and became firmly established as one of the most elegant and luxurious hotel groups, renowned for offering comfortable and well-appointed accommodation, exceptional facilities and some of the finest restaurants and bars in the region. This was underpinned by impeccable service inspired by our Asian heritage, which made Mandarin Oriental the hotels of choice for residents and luxury travellers alike.