Concierge Agent
Role Overview
Manage guest inquiries and complaints across the brands represented by the Concierge teams.
Provide accurate and prompt service, troubleshoot queries, and facilitate payment processing.
Key Skills for This Role
Full Job Posting
Role scope
Manage guest inquiries and complaints across the brands represented by the Concierge teams.
Provide accurate and prompt service, troubleshoot queries, and facilitate payment processing.
Service delivery and sales
- Use appropriate tools to respond to guest queries and keep client information current and accurate.
- Document call outcomes and payment agreements.
- Process ticket and experience payments through the CRM and recommend additional services.
- Maintain product and procedure knowledge and suggest improvements to business practices and guest satisfaction.
- Contribute to Experience Hub and agent KPIs, including guest satisfaction and quality scores, and participate in team meetings.
Onsite guest engagement
- Support guest engagement across Yas Island parks and attractions during peak periods, events, and special campaigns.
- Conduct surveys using approved scripts and data collection procedures; record responses accurately and follow applicable privacy requirements.
- Represent the brand professionally and follow uniform, grooming, and hygiene standards during onsite assignments.
General duties
- Provide additional team support and perform duties assigned by the Team Leader, including onsite support when required.
Essentials
- Ability to establish and maintain rapport with guests.
- Proficient computer and system skills.
- Strong interpersonal, verbal, and written communication skills, including the ability to convert inquiries into sales.
- Empathy, problem-solving, decision-making, and ability to understand and explain technical information.
- Proven track record of achieving individual and team targets.
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