About the job

Based at the Mandarin Oriental Downtown, Dubai within the Concierge Department in Dubai, the Concierge Agent is responsible for providing five-star services to all guests and colleagues. The Concierge Agent will be creative and accommodating to all of the guest s needs and requests. Concierge Agent reports to Chief Concierge.

As a Concierge Agent, you will be responsible for the following duties:

• Engage guests in meaningful conversations to identify preferences and anticipate their complete needs for a personalized and successful experience.

• Assist with booking and organizing travel, entertainment, dining, and cultural activities while providing clear and accurate directions and transportation options.

• Maintain detailed records of guest requests and bookings using concierge software, and communicate key updates and challenges with management and colleagues.

• Possess deep local knowledge of Dubai, including transportation, dining, nightlife, shopping, arts, and cultural venues, ensuring all recommendations are personal and well-informed.

• Ensure guest satisfaction throughout the stay by delivering service aligned with MOHG Legendary Quality Experiences (LQEs) and responding effectively to all requests and complaints.

• Foster collaboration, participate in team meetings, and act as a role model with strong communication, empathy, and commitment to service excellence.

As a Concierge Agent, we expect from you:

• Holds a senior school qualification or equivalent; Clefs d Or membership is a plus.

• Has a minimum of 3 years experience in a 5-star hotel environment, with at least 2 years in Concierge, Guest Relations, or Front Office roles.

• Previous work experience in Dubai is essential.

• Proficient in Microsoft Office, PSMS, Alice, and other relevant front office systems.

• Excellent English communication skills; additional language skills such as Arabic are preferred.

• Strong customer service orientation, interpersonal and organizational skills, with the ability to multitask, prioritize, and work flexible shifts in a fast-paced environment.