Concierge Agent 25HOURS HOTELS

Company Description

At the 25hours Hotel One Central, Bedouin traditions are brought back to life and reinterpreted in a contemporary way. Here our colleagues become storytellers themselves. With a view of the Museum of the Future near the Dubai International Financial Center, everyone will find their way to us. Whether for an ice cream walk or a birthday celebration, we also enjoy spending time together outside of work. We are a colourful, diverse, professional team and love our friendly, informal culture.

COME AS YOU ARE & JOIN THE 25h TRIBE.

How does your working day look like

• Serve as the primary point of contact for guests, providing them with exceptional service that exceeds their expectations.
• Greet guests upon arrival, engage with them during their stay, and bid them a warm farewell upon departure.
• Handle guest complaints and feedback promptly and effectively, in accordance with the hotel s standards.
• Actively listen to guest needs and take ownership of guest requests to ensure timely and satisfactory resolution.
• Follow up with guests to ensure satisfaction with services provided, creating memorable experiences.
• Maintain open lines of communication with related departments to ensure guest requests and complaints are addressed promptly and effectively.
• Regularly update the Chief Concierge and Concierge Supervisor about daily operations, guest feedback, and challenges.
• Coordinate with the valet and bellman teams to ensure smooth guest arrivals, departures, and luggage handling.
• Report any maintenance issues or concerns to the appropriate department to ensure the comfort and safety of guests.
• Stay fully informed about the hotel s services, room types, amenities, facilities, local attractions, dining options, events, and promotions.
• Maintain a comprehensive understanding of transportation options, including shuttle services, taxis, car rentals, and public transport routes.
• Provide guests with personalized recommendations for local attractions, activities, and dining, tailored to their interests.
• Keep the Concierge desk stocked with brochures, maps, and guides of local interest for guests.
• Coordinate guest transportation needs, including airport transfers, taxis, shuttle services, and private drivers.
• Ensure all transportation requests are accurately logged, confirmed, and fulfilled.
• Maintain strong relationships with local transportation providers to ensure timely, high-quality service for guests.
• Assist with special transportation needs, ensuring guests unique requests are met promptly.
• Ensure hotel bikes are well-maintained, clean, and available for guest use.
• Regularly inspect and clean bikes to ensure they are in good working order.
• Ensure all concierge equipment, including trolleys and other tools, are clean and properly stored when not in use.
• Keep the concierge area clean, organized, and welcoming for guests at all times.
• Take charge of managing and fulfilling guest requests, ensuring that they are completed in a timely, professional, and efficient manner.
• Lead the team in responding to special guest requests and making things happen for VIPs and high-profile guests.
• Ensure guests requests are accurately documented, tracked, and communicated to the relevant departments
• Work closely with the Chief Concierge and Concierge Supervisor to ensure the efficient operation of the concierge desk and high levels of guest satisfaction.
• Support the training and development of new team members, ensuring they adhere to hotel standards and provide excellent guest service.
• Collaborate with other departments to facilitate seamless service delivery, including front office, housekeeping, and food & beverage teams.
• Maintain a strong team spirit, offering support and guidance to colleagues as needed.
• Assist with the management of guest services, ensuring proper logging of guest information and services provided.
• Handle all administrative tasks, including filing, document management, and updating guest records as needed.
• Assist the GSM and Front Office Manager with operational costs, maximizing sales, and achieving profitability.
• Coordinate and conduct site inspections or hotel tours for potential guests or media personnel when needed.
• Perform additional duties as assigned by senior management, ensuring flexibility and adaptability in meeting hotel needs.
• Handle VIP guest check-ins and check-outs, ensuring special attention is provided to these guests.
• Carry out courtesy calls to VIP guests, recording feedback and ensuring all comments are logged, communicated, and resolved.
• Assist with flight bookings, transport arrangements, and any special requests for guests during their stay.
• Coordinate with the concerned department to ensure smooth departures and warm farewells for VIP guests.
• Promote and sell hotel facilities and services proactively, ensuring guests are fully aware of available offerings.

Your personality counts more than your CV

• Minimum of 2 years of experience in a luxury hotel or hospitality environment, with a strong understanding of concierge operations.
• Fluency in English is essential; proficiency in a second language (Arabic preferred) is highly beneficial.
• Strong knowledge of concierge services, local attractions, transportation options, and hospitality trends.
• Computer literate, with proficiency in MS Office and knowledge of PMS systems (Opera preferred)
• Strong leadership abilities with a focus on teamwork, coaching, and improving service delivery.
• Ability to adapt quickly to new environments and work effectively with a diverse team.
• Excellent interpersonal and communication skills, with the ability to engage with guests in a personalized and positive manner.
• A creative problem solver, with the ability to think on your feet and meet guest needs.
• A dedicated and committed professional, with a passion for delivering outstanding guest service.