Concierge Agent

Role Overview

Concierge Agent at Miral Destinations. The role is centred around delivering an exceptional level of service in alignment with commitment to providing an outstanding guest experience in a contact centre environment.

Role Purpose

As a key contributor to the team, you will curate unforgettable vacation and experience plans through the application of effective sales strategies, exceptional guest service proficiency, and meticulous attention to detail. Your primary objectives include surpassing established booking conversion rates, achieving the highest levels of customer satisfaction, and upholding exceptional quality standards. You will cultivate and nurture strong relationships with guests, partners, and suppliers to enhance guest service and increase sales conversion rates.

Key Responsibilities

Guest Interaction & Query Management

• Manage inbound inquiries from guests across various brands represented by the Concierge teams, demonstrating 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.
• 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.

Qualifications & Experience

• Proven track record of achieving individual and team targets.

Skills & Competencies

• Ability to establish and maintain rapport with guests.
• Proficient computer and system skills.
• Exceptional interpersonal, verbal, and written communication skills, with ability to convert inquiries into sales.
• Outstanding empathy, problem-solving abilities, and decision-making skills.
• Ability to comprehend and explain technical information.

Additional Information

• Full details are available on the employer's original posting.