Concierge Agent – Inbound Guest Services

About the role

The Inbound Guest Services Agent (Concierge Agent) delivers world‑class service to visitors of Yas Island, helping them plan memorable vacations and handling enquiries across the island’s hospitality brands.

Key responsibilities

• Receive and respond to inbound guest enquiries in English and/or Arabic.
• Understand each guest’s request or complaint and provide accurate, timely solutions.
• Guide guests through booking processes, aiming to meet or exceed conversion and handling‑time targets.
• Document call outcomes, agreements, and payment details in the system.
• Maintain up‑to‑date product knowledge and share self‑service options when appropriate.
• Identify opportunities to improve business practices and contribute to team performance metrics.
• Support teammates and participate constructively in team meetings.

Required profile

• Minimum two years experience in a hospitality or travel contact‑center environment.
• Higher secondary education (or equivalent).
• Strong ability to build rapport with guests and convert enquiries into sales.
• Excellent verbal and written communication skills in English; Arabic is a plus.
• Proven track record of meeting individual and team targets.

Required skills

• Proficient computer and system usage.