Concierge Agent
MiralJobsCloseBy Editorial Insights
Miral Destinations is seeking a full-time Onsite Concierge Agent in the United Arab Emirates to handle guest inquiries across Yas Island brands, resolve issues quickly, process payments, update CRM records, and support on-site engagement and surveys. The role focuses on building rapport, clear communication, empathy, and the ability to convert inquiries into sales while contributing to Guest Satisfaction and Quality Scores. Essential: higher secondary, two years in a contact centre or similar setting, proficient computer skills, fluency in English and/or Arabic, and a proven hospitality or travel background. Desirable multilingual capabilities and adaptability. To apply, tailor your resume to highlight CRM, payments, ticketing, and measurable outcomes, and provide concrete examples of problem solving and teamwork.
Guest Interaction & Query Management
Manage inbound inquiries from guests across various brands represented by the Concierge teams, demonstrating a keen understanding of their needs and concerns.
Thoroughly comprehend and address guest inquiries and complaints, ensuring accurate and prompt responses without sacrificing quality of service.
Resolve guest queries efficiently by employing troubleshooting techniques and facilitating prompt payment processing.
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Strive to eliminate repeat contacts by providing accurate resolutions and promoting self-service options where applicable.
Service Delivery & System Utilisation
Utilize appropriate tools and resources effectively to provide comprehensive and satisfactory responses to guest queries.
Enter and update client information in the system, ensuring that guest details are current and accurate.
Document call outcomes, including agreements made regarding payments, ensuring accurate and thorough record-keeping.
- Process ticket and experience payments on the CRM and actively recommend additional services to enhance the guest experience.
Product Knowledge & Continuous Improvement
Maintain an exceptional level of product and procedural knowledge, proactively seeking information to address guest needs effectively.
- Identify and report opportunities for new business practices or suggest modifications to enhance guest satisfaction levels.
Performance & Team Contribution
Actively contribute to achieving and exceeding performance targets, including Experience Hub and Agent KPIs such as Guest Satisfaction and Quality Scores.
- Foster a positive working environment by assisting colleagues and actively participating in team meetings.
Onsite Guest Engagement & Surveys
Support onsite guest engagement activities across Yas Island parks and attractions, as required, including during peak periods, events, and special campaigns, by conducting surveys and collecting guest feedback accurately and professionally to support service improvement initiatives.
Conduct onsite surveys in line with approved scripts, guidelines, and data collection procedures, ensuring guest responses are recorded accurately and handled in accordance with applicable privacy requirements.
- Represent the brand professionally during onsite assignments by adhering to approved uniform standards and maintaining high standards of personal grooming, hygiene, and presentation at all times.
General Responsibilities
- Undertake general duties or additional tasks as required by the Team Leader to support the overall efficiency and effectiveness of the team, including onsite support when required.
Essential:
Higher Secondary
Ability to establish and maintain rapport with guests
Proficient computer and system skills
Exceptional interpersonal, verbal, and written communication skills, with the ability to convert inquiries into sales
Outstanding empathy, problem-solving abilities, decision-making skills, and the ability to comprehend and explain technical information
Proven track record of achieving individual and team targets
Contact centre experience gained in a top-tier organisation in the entertainment, travel, or retail industry
Fluency in English and/or Arabic
Desirable:
Skilful in overcoming objections and handling challenging conversations
Ability to work both independently and collaboratively within a team
Adaptability to thrive in a constantly evolving environment
Strong organisational and prioritisation skills
Background in hospitality, travel, or customer service within a fast-paced environment
Proven performance in achieving or exceeding service metrics, preferably within Miral Experiences facilities
Demonstrated confidence and enthusiasm in previous roles
Strong attention to detail and accuracy
Minimum of two years of experience in a contact centre or similar dynamic environment
Previous experience in sales
Fluency in Chinese, Mandarin, French, Russian, Indian, or Hebrew