Job Description

Job Purpose
Reporting to Regional Director of Sales Concierge Agent responds to a wide variety of guest/ agent's requests by accurately assessing the guest needs and requirements and then adding personal recommendations and touches to achieve maximum customer satisfaction. Job Title: Concierge Agent
Department: Sales
Location (primary): Dubai, UAE Key Responsibilities

• Responding to a wide variety of guest's/ agents' requests in accurate and timely manner by assessing the needs/requests and adding personal recommendations and touches to achieve client's maximum satisfaction.
• Provide a 24/7 customers and clients assistance (phone and emails) along with the CIS team and the supplier according to the company standard level of service.
• Make the bookings for the in-bound clients: transfer, additional services (toys, SIM cards, cakes, flowers), tours and excursions, hotels as well as ground services (airport greeting, Russian tour guides...)
• Meet & greet VIP clients in hotel or airport according to working shifts of the department.
• Knowing what activities are available in the city, i.e. theatre, the arts, special exhibits, concerts, shows, sports, leisure activities, sightseeing tours, and to establish close contacts with people in these areas to provide information, ticketing, reservations, etc.
• Ensure our quoted rates are in line with competitors.
• Providing accurate information to guests in a courteous manner; fill all guests requests or requirements; anticipates guests needs.
• Maintain an ongoing communication externally, with hotels, 3rd parties and directly with the agents as well as internally, with the Product Department, Operations Department, Finance department and the management in order to manage at best bookings, handle complaints and disputes when arising.
• Follow-up with the Accounts department on the payment to ensure the booking is confirmed or send reminder to the customers.
• Coordinate with other teams or hotels to arrange presentations/show arounds.
• Identify and solve system errors and limitations, report to concerned departments.
• Maximize company's revenue by actively using yielding techniques.
• Ensure successful delivery of assigned targets and successful management of the high customer service levels complying with company standard operating procedures.
• Assist in the reconciliation of charges originating from the Concierge Department (i.e., limousines, car rentals, flowers, tours).
• Perform other tasks or projects as assigned by management.
• Work closely with clients on complaints and sensitive issues to rectify problems and improve their experience.

• Customer Focus
• Problem solving skills
• Interpersonal skills
• Planning and organizing
• Teamwork
• Adaptability, and ability to Work under Pressure
• Ability to work a flexible schedule 24/7, including non-traditional shifts/hours such as afternoons and nights, weekends, and holidays.
• UAE driving license is a must
• Solid knowledge of the UAE destination
• Hospitality education is preferable, however, not essential if applicants have previous relevant work experience.
• Knowledge of foreign languages is advantageous.

• 3-5 years' experience in a related position
• Strong business acumen
• Fluent English (written, spoken and reading)
• Excellent Russian (written, spoken and reading)
• Experience in customer service
• Excellent communication skills, ability to evidence professionalism and adaptability.
• Strong commitment to The qualified candidate will possess a passion for flawless service and the highest level of integrity and work ethic.
• The ability to communicate clearly and persuasively, orally and in writing at all levels with warmly and approachable way and positive spirit.
• Show caring and understanding of other's needs and provide exceptional services.
• Take responsibility, feel personally accountable for accomplishment of tasks and assignments efficiently and effectively.
• Be knowledgeable and empowered to achieve high results to ensure the highest level of service.
• Ability to multi-task, prioritize and manage time effectively.
• Adaptability, and ability to Work under Pressure.
• Takes time out to connect and demonstrate active listening.
• Follow the communication procedures, guidelines and policies, and Go the extra mile to engage customers.
• Fully protect confidential information ensuring that it is only accessible to those authorized to have access.
• Adjust to a rapidly changing business.
• The ability to influence others to act.