Concierge, One and Only One Za'abeel 
(20597)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 

Behold the dawn of a new, all-encompassing resort experience in Dubai – One&Only One Za’abeel. A vibrant hub for business, a magnetic stage for entertainment, and a haven for inner-city wellness, this new Dubai resort will be more than a trailblazing icon of the skyline, and it will be an utterly unrivalled urban oasis. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

About The Role 

As a Concierge in a One & Only One Za’abeel, your primary responsibility is to ensure the highest level of guest satisfaction by providing exceptional service and creating everlasting moments and memorable experiences. Your role is vital in creating a positive and memorable experience for guests, ensuring their needs are met promptly and efficiently. You must lead by serving from the heart, caring for guests and colleagues, maintaining a high standard of service. 

Key Duties and Responsibilities 

• Highly skilled, personalized service expert dedicated to fulfilling every guest’s unique needs and desires, ensuring an unforgettable and seamless experience. 

• Handle every type of inquiries that are related to external sources such as shopping, itinerary personalization, recommendation and arrangement if required.  

• Coordinate and assist with guest arrivals and departures, ensuring a smooth and seamless experience. Arrange transportation, including airport transfers, limousines, and car rentals. Handle luggage, escort guests to their rooms, and provide orientations to hotel facilities and services when required. 

• Personally greet VIP guests and provide them with a heightened level of attention and service. 

• Maintain a comprehensive knowledge of local attractions, events, restaurants, and services to provide accurate recommendations and assistance. 

• Anticipate guests' needs and arrange tickets for shows, concerts, sporting events, tours, excursions, create unique experiences for guests, ensuring a seamless and enjoyable itinerary.  

• Handle special requests and arrange personalized amenities for guests, such as floral arrangements, special occasion celebrations, and surprise gifts. 

• Actively manage and record guest preferences and communicate to relative departments making sure they are followed up on and inserted in the appropriate systems (ALICE, SAGA, Opera etc.) 

• Directly involved in any projects assigned by the management ensuring completion in a timely manner within the assigned budget. 

• Build strong relationships with guests, maintaining a professional and courteous demeanor at all times. 

• Stay connected with regular guests after their stay should they require future bookings. 

• Maintain effective communication channels between each guest and relative departments to ensure guests are well informed and attended. Communication channels include personally and digitally using tools such as company smartphones (e.g. GMH and WhatsApp Business). 

• Assist in preparing personalized amenities with assistance of respective departments, such as rooms setups for special occasions (Honeymoon, Babymoon, Birthdays, Anniversaries, etc.) 

• In the event of any guest incidents / inconveniences, attempt to solve each issue and escalate to management when necessary. All guest issues, incidents, and feedback is logged on ALICE within the same day of occurrence. 

• Maximize revenues through cross selling outlets and services. 

• Minimize the risks of potential financial transaction issues, to control cashiering policies and procedures while providing ongoing coaching and training. 

• Follow all internal and local rules, policies, and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information 

• Ensure compliance with the LQA/Forbes Standards.  

• Being brand ambassador in creating amazing experiences and everlasting memories for the guests.  

• Ensure full knowledge of guest information regarding the property, the location, local culture, arts, nature, people, what is happening in the area etc.  
• Ensure that all internal and local rules, policies, and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.  

About You 

• Bachelor's degree in hospitality management, business administration, or a related field. 

• At least one year of experience in a luxury hotel concierge role. 

• Excellent communication and interpersonal skills, with the ability to interact with Guests and staff at all levels. 

• Proficiency in Opera PMS

• Proficiency in English (oral and written),  

• Additional language would be a plus. 

• Extensive knowledge of the local area, including attractions, restaurants, events, and transportation options. 

• Knowledge of relevant regulations and laws related to hotel operations. 

• Ability to work flexible hours, including weekends and holidays. 

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.