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Job Description
Roles & Responsibilities
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.
Desired Candidate Profile
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.
Company Industry
Department / Functional Area
Keywords
- Concierge Agent
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Mandarin Oriental Hotel Group
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 is not just a hotel but a lifestyle destination, offering relaxation, luxury, and memorable experiences.