Concierge Agent

About the role

The Concierge Agent will be the primary point of contact for guests across Miral Destinations' brands, handling inquiries, complaints and payment processing while delivering high‑quality service.

Key responsibilities

• Manage inbound guest inquiries, provide accurate and prompt responses, and resolve issues using troubleshooting techniques.
• Enter and update client information in the CRM, document call outcomes, and process ticket and experience payments.
• Support onsite guest engagement activities at Yas Island parks, conduct surveys and collect feedback following approved scripts and privacy guidelines.
• Contribute to team KPIs such as Guest Satisfaction and Quality Scores, and assist colleagues during peak periods.

Required profile

• Excellent interpersonal, verbal and written communication skills with strong empathy and problem‑solving ability.
• Ability to maintain up‑to‑date product knowledge and suggest improvements to enhance guest satisfaction.
• Proven track record of meeting individual and team targets.

Required skills

• Troubleshooting techniques
• CRM usage
• Proficient computer and system skills
• Data collection procedures