Concierge Agent

About the role

Mandarin Oriental Downtown, Dubai is seeking a Concierge Agent to deliver five‑star service to guests and colleagues. The role involves anticipating guest needs, providing personalized recommendations, and ensuring a memorable stay.

Key responsibilities

• Engage guests in meaningful conversations to identify preferences and anticipate their complete needs.
• Assist with booking and organizing travel, entertainment, dining, and cultural activities, providing clear directions and transportation options.
• Maintain detailed records of guest requests and bookings using concierge software and communicate updates to management.
• Leverage deep local knowledge of Dubai’s transportation, dining, nightlife, shopping, arts, and cultural venues for personalized recommendations.
• Ensure guest satisfaction throughout the stay by delivering service aligned with MOHG Legendary Quality Experiences and handling requests or complaints effectively.
• Foster collaboration within the team, participate in meetings, and act as a role model with strong communication and empathy.

Required profile

• Senior school qualification or equivalent; Clefs d’Or membership is a plus.
• Minimum 3 years’ experience in a 5‑star hotel environment, with at least 2 years in Concierge, Guest Relations, or Front Office roles.
• Previous work experience in Dubai is essential.
• Proficient in Microsoft Office, PSMS, Alice, and other relevant front‑office systems.
• Excellent English communication skills; additional Arabic language skills are preferred.
• Strong customer‑service orientation, interpersonal and organisational skills, with the ability to multitask, prioritize and work flexible shifts.

Required skills

• Microsoft Office
• PSMS
• Alice

What we offer

• Learning & Development programmes tailored to career stages.
• MOstay programme with complimentary hotel nights and discounted rates for you and your loved ones.
• Health and wellness benefits, including a variety of wellness programmes.
• Colleague comfort with accommodation, duty transportation, and duty meals.
• Competitive salary and benefits package aligned with UAE industry standards.