About the job

We are looking for an Member Experience Agent to join our prestigious client, within the luxury hospitality industry in Dubai. This role is designed for someone who is confident communicating with high-value and UHNW individuals, understands the importance of discretion and personalisation, and can turn every interaction into an exceptional experience.

This role will begin on a contract basis for 6-months and is highly renewable, reporting into the Member Experience Manager.

You will be the voice of an exclusive recognition and loyalty programme, building relationships with some of the brand’s most valued guests globally. From inviting members to highly personalised events, private experiences, exclusive programmes and international conferences, to arranging bespoke stays and experiences, you will ensure every interaction feels personal, effortless and memorable.

This is not a traditional call centre role. It requires someone who can communicate naturally with an elite clientele, understand their preferences, anticipate their needs and represent a world-class luxury brand with confidence and professionalism.

Key Responsibilities:

Build and maintain strong relationships with Gold and Platinum members and other high-value guests through personalised communication.
Communicate with UHNW individuals and senior-level guests across phone, email, chat and other communication channels.
Proactively engage members and invite them to exclusive events, personalised experiences, special programmes, conferences and other curated opportunities.
Understand individual member preferences, interests and history to ensure communications and recommendations are highly personalised.
Manage reservations for luxury hotel stays, restaurants and exclusive experiences.
Arrange and coordinate bespoke guest requests, experiences and special occasions.
Provide personalised recommendations and information on hotel experiences, loyalty benefits, exclusive programmes and upcoming events.
Create a sense of exclusivity and excitement when communicating new experiences, invitations and opportunities to members.
Handle sensitive or complex requests with discretion, professionalism and a strong service mindset.
Resolve complaints and service issues efficiently while protecting the relationship with the member.
Identify opportunities to enhance the guest experience through relevant additional services, experiences and offerings.
Maintain accurate member profiles and ensure preferences, interactions and account information are consistently updated.
Capture feedback and insights from members to support continuous improvement of the loyalty programme and member experience.
Work closely with internal teams across hotels, restaurants, events and guest experience to deliver seamless, personalised experiences.
Maintain a high standard of communication and brand representation across every member interaction.

Knowledge, Skills & Experience:

Experience in luxury hospitality, premium customer service, concierge, VIP services, private client services, luxury retail, aviation or a high-end contact centre environment.
Experience communicating with VIP, UHNW or high-value clientele is highly desirable.
Excellent verbal and written communication skills with the ability to adapt communication style to different personalities and seniority levels.
Confident, polished and engaging telephone manner.
Strong ability to build rapport and develop long-term relationships with clients.
Natural ability to personalise conversations and make clients feel recognised and valued.
Strong attention to detail and ability to remember and act on client preferences.
Comfortable making outbound calls and proactively engaging with clients rather than only responding to enquiries.
Able to handle sensitive information and high-profile clients with discretion.
Strong problem-solving skills and the ability to manage complex or unexpected requests calmly.
Comfortable working in a fast-paced, international environment where service expectations are exceptionally high.
Strong organisational skills with the ability to manage multiple requests and follow-ups simultaneously.

Availability:

Preference will be given to candidates available immediately.

We are looking for a candidate who will be able to work in the United Arab Emirates. Please apply with your resume and remember to provide us with your contact details.

We will review your job application within 7 working days. Should your profile fit the requirements of the role, a consultant from Edari will be in touch with you to get a deeper understanding of your profile, discuss the role in more detail and potential next steps.

Responsibilities