Concierge Agent

About the role

The Concierge Agent delivers an exceptional guest experience in a contact‑center environment, curating vacation and experience plans while applying effective sales strategies and meticulous attention to detail.

Key responsibilities

• Manage inbound inquiries from guests across multiple brands, understanding needs and concerns.
• Address guest inquiries and complaints promptly, ensuring accurate and high‑quality responses.
• Resolve queries using troubleshooting techniques and facilitate payment processing.
• Utilise CRM tools and resources to provide comprehensive answers and educate guests on self‑service options.
• Document call outcomes, agreements, and payment details with thorough record‑keeping.
• Identify and report opportunities for new business practices or procedural improvements.
• Achieve and exceed performance targets such as Guest Satisfaction, Quality Scores, and conversion KPIs.
• Enter and update client information in the system, maintaining current and accurate data.
• Foster a positive team environment by assisting colleagues and participating in meetings.
• Process ticket and experience payments and recommend additional services to enhance guest experiences.

Required profile

• Strong commitment to delivering outstanding guest service and satisfaction.
• Excellent communication skills with the ability to build relationships with guests, partners, and suppliers.
• Detail‑oriented mindset and ability to follow procedures accurately.
• Proactive attitude toward learning product and procedural knowledge.
• Team player who contributes positively to the work environment.

Required skills

• CRM systems

What we offer

• Opportunity to work in a dynamic, guest‑focused contact centre.
• Performance‑based incentives tied to conversion and satisfaction metrics.
• Professional development and training on hospitality and sales best practices.