Job description

The Hotel Concierge Executive serves as the primary point of contact for hotel guests seeking to learn about and book Abu Dhabi destination experiences. The role will provide personalized recommendations, promoting a variety of local experiences to enhance their stay. The role plays a key role in driving revenue by proactively selling products, services and experiences, such as theme park tickets, VIP experiences, and tours, while delivering exceptional guest service. The role will be based at dedicated desks across Abu Dhabi hotels and will be required to move to different desks on a rotational basis. Due to the operational nature of the hotel volumes changes throughout the day, this role may be required to adopt split shifts and shift adjustments.

Job Scope

• Greet and welcome guests who approach the desk with a warm, professional demeanour.
• Provide comprehensive information about Abu Dhabi destination products and services, and experiences.
• Process the sales and purchases of products and services provided by Masarra through the designated portals and systems.
• Ensure that the correct product is offered to the guest based on their specific needs and preferences.
• Engage with guests to identify their interests and recommend the most suitable packages or experiences.
• Maintain a guest-centric approach, ensuring complete satisfaction throughout the interaction and after-sales process.
• Handle guest inquiries, requests, and complaints promptly and effectively, ensuring high guest satisfaction.
• Demonstrate a high degree of confidence and patience when dealing with multiple interactions and/or high stress situations, above all prioritizing guest experience.
• Actively promote and sell a variety of experiences, including theme parks, desert safaris, city tours, and airport services.
• Identify opportunities to upsell and cross-sell services to increase revenue.
• Meet and exceed sales targets set by management through proactive engagement with guests.
• Manage bookings for hotel rooms and various experiences through the reservation system.
• Coordinate with internal departments and external service providers to ensure seamless service delivery.
• Process payments and handle credit card transactions accurately and securely.
• Track and report on daily sales performance and guest feedback.
• Ensure the concierge desk is well-organized, clean, and fully stocked with necessary materials.
• Escalate complex guest issues to the appropriate department or manager when necessary.
• Submit the Daily Checklist at the beginning of each shift to confirm desk readiness and operational preparedness.
• Log all guest interactions daily in the designated system or sheet as part of routine reporting.
• Adhere strictly to the Standard Operating Procedures (SOPs) for booking processes and post-booking protocols to maintain consistency and accuracy across services.
• Work closely with other departments, including marketing, sales, and IT, to ensure alignment and seamless operations.
• Work closely with other hotel staff and management to ensure seamless operations and a positive guest experience
• Maintain strong relationships with key stakeholders.
• Act as a liaison to address and resolve escalated customer service issues.

Job Essential

• 3+ years’ experience in customer service, sales, and/or hospitality
• Bachelor’s degree or equivalent and/or certification in Hospitality Management and Sales
• Strong communication skills with the ability to engage guests and offer personalized recommendations.
• Excellent problem-solving skills and the ability to handle guest issues professionally.
• Proactive attitude with the ability to work independently and as part of a team.\
• Analytical mindset with experience in data-driven decision-making.
• Customer-focused with the ability to anticipate and meet guest needs.
• Sales-driven mindset with the ability to promote and sell various services and experiences.
• Organized and detail-oriented to manage bookings, payments, and guest interactions effectively.
• Team player who collaborates well with other hotel departments to ensure seamless service.
• English fluency.