Concierge Agent

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.

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.

• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.

• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.

• Colleague Comfort and Convenience: Benefit from comfortable accommodation, a duty transportation, and duty meals to ensure your work experience is both enjoyable and hassle-free.

• Competitive Salary and Benefits: We offer a competitive salary and an attractive benefits package, fully aligned with UAE industry standards, to ensure your financial well-being and stability.

We’re Fans.

Are you?