Concierge Agent – Mandarin Speaker

About the role

The Inbound Guest Services Agent will deliver world‑class service to visitors of Yas Island, creating memorable vacation planning experiences. The role combines sales techniques, strong guest‑service skills and meticulous attention to detail while meeting performance targets.

Key responsibilities

• Receive inbound enquiries from guests about Yas Island brands and understand each enquiry or complaint.
• Provide accurate, speedy responses, resolve queries and ensure prompt payment.
• Use appropriate tools to address each query type and maintain up‑to‑date product and procedural knowledge.
• Document call outcomes, agreements and update client information in the system.
• Identify and suggest new business practices to improve guest satisfaction.
• Contribute to team KPIs such as Guest Satisfaction and Quality Scores.
• Support a positive team environment by assisting colleagues and participating in meetings.

Required profile

• Minimum two years of experience in a hospitality or travel contact‑center environment.
• Higher Secondary education (or equivalent).
• Fluency in English and/or Arabic; Mandarin speaking required.
• Ability to develop and maintain guest rapport and meet individual and team targets.
• Excellent computer and system skills, strong interpersonal and written communication.
• High attention to detail and accuracy.

Required skills

• Sales techniques and ability to convert enquiries into sales.
• Guest service skills and empathy.
• Decision‑making and problem‑solving abilities.