Concierge Agent at Accor

Dubai, Dubai, United Arab Emirates -

Full Time

Start Date

Immediate

Expiry Date

25 Jan, 26

Salary

0.0

Posted On

27 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Guest Service, Concierge Operations, Communication Skills, Problem Solving, Teamwork, Leadership, Hospitality Trends, Local Attractions, Transportation Knowledge, PMS Systems, Administrative Skills, Customer Engagement, Training and Development, Flexibility, Interpersonal Skills, Service Delivery

Industry

Hospitality

Description

Company Description At the 25hours Hotel One Central, Bedouin traditions are brought back to life and reinterpreted in a contemporary way. Here our colleagues become storytellers themselves. With a view of the Museum of the Future near the Dubai International Financial Center, everyone will find their way to us. Whether for an ice cream walk or a birthday celebration, we also enjoy spending time together outside of work. We are a colourful, diverse, professional team and love our friendly, informal culture. COME AS YOU ARE & JOIN THE 25h TRIBE. Job Description How does your working day look like … Serve as the primary point of contact for guests, providing them with exceptional service that exceeds their expectations. Greet guests upon arrival, engage with them during their stay, and bid them a warm farewell upon departure. Handle guest complaints and feedback promptly and effectively, in accordance with the hotel’s standards. Actively listen to guest needs and take ownership of guest requests to ensure timely and satisfactory resolution. Follow up with guests to ensure satisfaction with services provided, creating memorable experiences. Maintain open lines of communication with related departments to ensure guest requests and complaints are addressed promptly and effectively. Regularly update the Chief Concierge and Concierge Supervisor about daily operations, guest feedback, and challenges. Coordinate with the valet and bellman teams to ensure smooth guest arrivals, departures, and luggage handling. Report any maintenance issues or concerns to the appropriate department to ensure the comfort and safety of guests. Stay fully informed about the hotel’s services, room types, amenities, facilities, local attractions, dining options, events, and promotions. Maintain a comprehensive understanding of transportation options, including shuttle services, taxis, car rentals, and public transport routes. Provide guests with personalized recommendations for local attractions, activities, and dining, tailored to their interests. Keep the Concierge desk stocked with brochures, maps, and guides of local interest for guests. Coordinate guest transportation needs, including airport transfers, taxis, shuttle services, and private drivers. Ensure all transportation requests are accurately logged, confirmed, and fulfilled. Maintain strong relationships with local transportation providers to ensure timely, high-quality service for guests. Assist with special transportation needs, ensuring guests’ unique requests are met promptly. Ensure hotel bikes are well-maintained, clean, and available for guest use. Regularly inspect and clean bikes to ensure they are in good working order. Ensure all concierge equipment, including trolleys and other tools, are clean and properly stored when not in use. Keep the concierge area clean, organized, and welcoming for guests at all times. Take charge of managing and fulfilling guest requests, ensuring that they are completed in a timely, professional, and efficient manner. Lead the team in responding to special guest requests and making things happen for VIPs and high-profile guests. Ensure guests’ requests are accurately documented, tracked, and communicated to the relevant departments Work closely with the Chief Concierge and Concierge Supervisor to ensure the efficient operation of the concierge desk and high levels of guest satisfaction. Support the training and development of new team members, ensuring they adhere to hotel standards and provide excellent guest service. Collaborate with other departments to facilitate seamless service delivery, including front office, housekeeping, and food & beverage teams. Maintain a strong team spirit, offering support and guidance to colleagues as needed. Assist with the management of guest services, ensuring proper logging of guest information and services provided. Handle all administrative tasks, including filing, document management, and updating guest records as needed. Assist the GSM and Front Office Manager with operational costs, maximizing sales, and achieving profitability. Coordinate and conduct site inspections or hotel tours for potential guests or media personnel when needed. Perform additional duties as assigned by senior management, ensuring flexibility and adaptability in meeting hotel needs. Handle VIP guest check-ins and check-outs, ensuring special attention is provided to these guests. Carry out courtesy calls to VIP guests, recording feedback and ensuring all comments are logged, communicated, and resolved. Assist with flight bookings, transport arrangements, and any special requests for guests during their stay. Coordinate with the concerned department to ensure smooth departures and warm farewells for VIP guests. Promote and sell hotel facilities and services proactively, ensuring guests are fully aware of available offerings. Qualifications Your personality counts more than your CV … Minimum of 2 years of experience in a luxury hotel or hospitality environment, with a strong understanding of concierge operations. Fluency in English is essential; proficiency in a second language (Arabic preferred) is highly beneficial. Strong knowledge of concierge services, local attractions, transportation options, and hospitality trends. Computer literate, with proficiency in MS Office and knowledge of PMS systems (Opera preferred) Strong leadership abilities with a focus on teamwork, coaching, and improving service delivery. Ability to adapt quickly to new environments and work effectively with a diverse team. Excellent interpersonal and communication skills, with the ability to engage with guests in a personalized and positive manner. A creative problem solver, with the ability to think on your feet and meet guest needs. A dedicated and committed professional, with a passion for delivering outstanding guest service. Additional Information Additional Information What’s in it for you … Get to know all the other 25hours hotels and stay ten nights a year for free as an employee! Take advantage of being part of Ennismore and get generous discounts when visiting our bars and restaurants as well as booking hotel rooms all over the world Benefit from great offers from our numerous cooperation partners Be part of our hilarious staff parties and much more...

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Responsibilities

Serve as the primary point of contact for guests, providing exceptional service and handling requests and complaints. Maintain communication with departments to ensure guest satisfaction and coordinate transportation and special needs.