Hotel Concierge

Roles and responsibilities

• A Concierge is a hospitality professional responsible for providing personalized services to guests, ensuring a high level of satisfaction during their stay at a hotel, resort, or other luxury establishments. Concierges act as the go-to person for guests' requests, from arranging transportation to recommending activities and securing reservations. The role requires extensive knowledge of the local area, excellent communication skills, and the ability to solve problems efficiently.

  Here are the key skills and responsibilities of a Concierge:

• Guest Service and Relationship Building
• Personalized Assistance: Offering tailored services to guests based on their preferences, ensuring a memorable and unique experience during their stay.
• Guest Interaction: Engaging with guests in a professional, friendly, and approachable manner to meet their needs, answer questions, and provide assistance.
• Problem Solving: Handling guest requests, issues, or complaints effectively, finding solutions to ensure satisfaction.
• Local Knowledge
• Knowledge of Attractions: Having in-depth knowledge of local attractions, restaurants, museums, shopping centers, events, and entertainment options to provide recommendations to guests.
• Transport Options: Understanding transportation systems (taxis, trains, buses, etc.), arranging airport transfers, private drivers, and car rentals for guests.
• Insider Tips: Providing guests with insider knowledge of hidden gems, exclusive venues, or unique experiences not typically found in guidebooks.
• Reservation Management
• Booking Dining Reservations: Securing restaurant reservations, securing spots at exclusive or hard-to-book venues, and recommending dining options based on guests’ preferences.
• Making Travel Arrangements: Assisting guests with booking flights, arranging transportation, and making hotel or tour reservations.
• Event and Activity Reservations: Coordinating bookings for events, activities, entertainment, or spa services, ensuring they align with the guest's interests and schedule.
• Handling Special Requests
• Celebrations and Special Occasions: Assisting guests with arrangements for special occasions such as birthdays, anniversaries, or romantic surprises, including flower deliveries, champagne, or custom itineraries.
• Personal Requests: Helping with various personal needs, from providing extra amenities (e.g., pillows, towels) to locating hard-to-find items (e.g., baby supplies, specific medications).
• Unique Experiences: Organizing personalized experiences such as private tours, yacht charters, VIP tickets to events, or tickets to cultural experiences.
• Managing Guest Communication
• Information Provider: Answering guest inquiries via phone, email, or in person, and offering accurate and timely information about the hotel's services, amenities, and the surrounding area.
• Coordinating with Other Departments: Communicating guests' needs to the appropriate hotel departments (housekeeping, maintenance, dining, etc.) to ensure requests are met promptly.
• Follow-Up: Checking in with guests to ensure their requests have been fulfilled and to gather feedback about their experience.
• Guest Transportation and Logistics
• Arranging Transportation: Organizing airport transfers, taxis, private vehicles, or shuttles for guests as per their preferences and ensuring timely service.
• Navigating the City: Providing guests with directions, maps, and transportation options, including advising on local transport, sightseeing tours, or scenic drives.
• Coordinating Pick-Ups and Drop-Offs: Ensuring smooth coordination for transportation to and from events, excursions, or meetings.
• Ticketing and Event Coordination
• Booking Tickets for Events: Securing tickets for concerts, theater performances, sports games, or local events, ensuring the best seating and availability.
• Special Event Arrangements: Assisting with arrangements for group events, private parties, or meetings, including recommending venues, coordinating services, and providing logistical support.
• VIP Services: Providing VIP access or priority tickets for guests attending high-demand events or popular tourist attractions.

Desired candidate profile

• Provide upscale guest service experiences to guests throughout their stay.
• Proactively work and engage 3rd party vendors included but not limited to: Transportation, Valet parking and car rental companies.
• Recommend local tourist spots, including places to dine, shop and sight-see.
• Monitors standards of service and response to our overall product, through observations and Medallia guest comments, and recommends short- and long-term changes through regular feedback, daily reports and proposals.
• Utilizes a variety of computer systems within all Front Office departments.

What You Bring

• At least 2 years’ experience in a similar role within 5* Luxury Hotels.
• Strong communication and customer service skills.
• Previous experience working in a fast-paced environment.
• Excellent knowledge of Dubai attractions and restaurants.
• Candidate with The Golden Keys will have an advantage.

Additional Qualifications

• One + years experience working within a luxury hotel or similar environment is considered an asset.
• Excellent interpersonal skills and communication skills.
• Cross cultural sensitivity, and customer service orientation.
• Guest centricity and understanding the importance of guest’s preferences.