Concierge Agent Mandarin Oriental Hotel Group

Based at the Mandarin Oriental Jumeira, Dubai within the Concierge Department, The Concierge 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 will be creative and accommodating to all of the guest s needs and requests.

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

• 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 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.
• 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.

As a Concierge Agent, we expect from you:

• Senior School qualification or equivalent
• Membership of Clefs d'or is an advantage
• Previous experience working in Dubai is a must.
• Minimum 1 years experience working in a 5-star hotel environment.
• 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.