Concierge Agent – Luxury Hotel

About the role

Join the Concierge team at Mandarin Oriental Downtown, Dubai and deliver five‑star, personalized service to discerning guests. As a Concierge Agent you will be creative, accommodating and act as a trusted resource throughout the guest’s stay.

Key responsibilities

• Engage guests in meaningful conversations to identify preferences and anticipate their needs.
• Assist with booking travel, entertainment, dining and cultural activities, providing clear directions and transport options.
• Maintain detailed records of guest requests using concierge software and communicate updates to management.
• Leverage deep local knowledge of Dubai’s dining, nightlife, shopping and cultural venues to offer tailored recommendations.
• Ensure guest satisfaction by delivering service aligned with MOHG Legendary Quality Experiences and handling complaints effectively.
• Collaborate with team members, participate in meetings and act as a role model for service excellence.

Required profile

• Senior school qualification or equivalent; Clefs d’Or membership is a plus.
• Minimum 3 years experience in a 5‑star hotel, with at least 2 years in concierge, guest relations or front office roles.
• Previous work experience in Dubai is essential.
• Excellent English communication; Arabic language skills are preferred.
• Strong customer‑service orientation, ability to multitask, prioritize and work flexible shifts.

Required skills

• Proficiency in Microsoft Office.
• Experience with PSMS front‑office system.
• Familiarity with Alice reservation software.

What we offer

• Learning & Development programmes for career growth.
• MOstay programme with complimentary nights and discounted rates.
• Health and wellness benefits, including wellness programmes.
• Colleague comfort: accommodation, duty transportation and meals.
• Competitive salary and benefits package aligned with UAE industry standards.