Concierge Agent – Guest Services

About the role

The Concierge Agent will interact directly with guests across Miral’s brands, handling inquiries, complaints and payment processing while delivering high‑quality service. The role combines phone and onsite support, aiming to resolve issues efficiently and promote self‑service options.

Key responsibilities

• Manage inbound guest inquiries, understand needs and provide accurate, prompt responses.
• Document call outcomes, update client information in the CRM and process ticket and experience payments.
• Support onsite guest engagement activities, conduct surveys and collect feedback at Yas Island parks and attractions.
• Contribute to performance targets such as Guest Satisfaction and Quality Scores, and assist colleagues during team meetings.

Required profile

• Excellent interpersonal, verbal and written communication skills with strong empathy.
• Ability to troubleshoot, make decisions and explain technical information clearly.
• Proven track record of achieving individual and team targets.

Required skills

• Data collection procedures
• Computer and system skills
• Troubleshooting techniques
• Record‑keeping
• CRM proficiency