Hotel Concierge

Roles and responsibilities

A Concierge Agent is performing the following tasks to the highest standards:

• Serve as a key point of contact for guests and efficiently respond to guest enquiries.
• Extend a warm welcome to arriving guests and assist guests upon their departure, as required.
• Engage with guests and VIP guests throughout their stay and prove each guest with a tailored guest experience, based on their needs and preferences.
• Provide information, advice and booking services for a wide variety of guest enquiries, including city tours, theatre tickets, restaurant bookings, medical services, transportation, flight bookings etc..
• Process and deliver messages for guests, as required.
• Deliver and safely storage guest luggage upon their arrival and departure.
• Stay up to date with all hotel services, daily VIP arrivals and special events.
• Ensure orderliness and safety guidelines around the lobby and front door areas.
• Project a professional manner with an emphasis on hospitality and guest service at all times.
• Maintain a clean, healthy, and safety working area.
• Act in accordance with policies and procedures when working with front of house equipment and property management systems.
  
  

What are we looking for?

A Concierge Agent at Waldorf Astoria Dubai International Financial Centre is always working on behalf of our guests and working with other team members. To successfully fill this role, you should possess the following skills and characteristics:

• Previous experience in a similar role.
• Solid knowledge about the local area of Dubai and the UAE, including attractions, activities, restaurants, entertainment facilities etc..
• Excellent communication skills (oral and written).
• Positive attitude.
• Excellent grooming standards.
• Flexibility to respond to a variety of different work situations.
• Ability to work on your own and as part of a team.
  
  

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Previous experience working in a luxury hotel in Dubai.
• Knowledge of Forbes 5-star standards

Desired candidate profile

A Concierge Agent is a customer service professional in the hospitality industry, responsible for providing personalized services to hotel guests. This role involves assisting guests with a wide range of requests, such as making reservations, arranging transportation, recommending local attractions, and handling special requests. Below are the key skills required for a Concierge Agent:

Customer Service Excellence

• Personalized service: Provide tailored recommendations and assistance based on the individual preferences and needs of each guest, ensuring a memorable experience.
• Guest satisfaction: Always go above and beyond to ensure that guests feel valued and their needs are met promptly and efficiently.
• Active listening: Listen attentively to guest requests and concerns, ensuring that their requirements are clearly understood and fulfilled.

Local Knowledge and Expertise

• Area knowledge: Have an in-depth understanding of the local area, including restaurants, shops, attractions, cultural sites, and events, to offer the best recommendations to guests.
• Event coordination: Assist guests in booking tickets for concerts, theater shows, sporting events, or any special local activities or festivals.
• Transportation services: Arrange transportation for guests, including taxis, private cars, airport transfers, and car rentals, ensuring convenience and comfort.
• Exclusive services: Provide guests with access to VIP or exclusive experiences, such as reservations at high-demand restaurants or tickets to sold-out events.

Communication Skills

• Verbal communication: Clear and concise communication, ensuring guests receive the information they need in a polite and professional manner.
• Written communication: Ability to write emails or messages professionally, whether confirming reservations, providing travel directions, or addressing guest inquiries.
• Multilingual skills (optional): Knowledge of multiple languages is a plus, especially in international settings where guests may speak different languages.
• Interpersonal skills: Excellent interpersonal skills to build rapport and positive relationships with guests and other hotel staff.

Problem-Solving and Adaptability

• Creative solutions: Provide solutions to unexpected problems or guest concerns, from finding last-minute reservations to arranging emergency services.
• Adaptability: Adapt to changing guest needs and circumstances, ensuring guests' experiences remain positive even in challenging situations.
• Resourcefulness: Quickly find resources, information, or solutions to meet guests’ specific requests, especially for rare or unique requests.