Concierge Agent

About the role

The Concierge Agent provides front‑line support to guests across multiple brands, handling inquiries, complaints and payment processing while ensuring a high level of service quality. The role combines phone‑based assistance with occasional on‑site engagement at Yas Island attractions.

Key responsibilities

• Manage inbound guest inquiries across various brands, delivering accurate and prompt responses.
• Resolve issues using troubleshooting techniques and process payments through the CRM.
• Enter and update guest information, document call outcomes and agreements.
• Recommend additional services to enhance the guest experience.
• Maintain up‑to‑date product and procedural knowledge and suggest improvements.
• Contribute to performance targets such as Guest Satisfaction and Quality Scores.
• Support on‑site guest engagement activities, conduct surveys and collect feedback.
• Represent the brand professionally, adhering to uniform and grooming standards.

Required profile

• Higher Secondary education.
• Strong ability to build rapport with guests.
• Excellent verbal and written communication skills.
• High empathy, problem‑solving and decision‑making abilities.
• Capability to understand and explain technical information.

Required skills

• CRM proficiency

What we offer

• Opportunity to work in a dynamic, guest‑focused environment.
• Exposure to both call‑center and on‑site hospitality operations.