amoh | concierge agent

The Concierge Agent is a highly skilled hospitality professional responsible for enhancing the guest experience by providing personalized services, offering recommendations, and ensuring the smooth coordination of guests' needs and requests. This role requires a deep knowledge of local attractions, events, and services and the ability to anticipate and fulfil guest requirements promptly and efficiently.

Key responsibilities

• Provide exceptional service to guests by responding to inquiries, offering recommendations, and fulfilling special requests.
• Assist with arrangements such as restaurant reservations, transportation, entertainment, and tour bookings.
• Maintain up-to-date knowledge of local attractions, events, restaurants, shopping, and cultural offerings.
• Offer personalized suggestions based on guest preferences, interests, and needs.
• Provide directions, maps, and other necessary information about the local area.
• Ensure all guest requirements are met promptly, ensuring maximum satisfaction.
• Handle special requests, such as surprise gifts, honeymoon arrangements, or special celebrations.
• Maintain clear and effective communication with other hotel departments (e.g. Front Desk, Housekeeping, Bell Desk, etc.) to ensure guest satisfaction.
• Keep accurate records of guest requests and preferences for future stays.
• Handle guest complaints or issues with empathy and professionalism, ensuring that all concerns are addressed promptly and resolved to the guest's satisfaction.
• Escalate more complex issues to the appropriate management team as necessary.
• Maintain and update concierge logs, guest profiles, and service records.
• Ensure guest comfort and privacy while assisting them in all matters.

Qualifications

• Previous experience in a concierge or customer service role, preferably in a hotel or luxury setting
• High school diploma or equivalent required. A degree in hospitality management or a related field is a plus.
• Strong verbal and written communication skills
• Exceptional interpersonal skills with a focus on guest satisfaction
• Proficient in using hotel management software, phone systems, and general office equipment
• Ability to multitask and manage time effectively in a fast-paced environment
• Fluent in English; proficiency in additional languages is a plus.
• Strong problem-solving abilities and a proactive attitude

Benefits

• Competitive salary and other benefits (as per local legislation)
• Advanced opportunities for professional growth
• Accommodation (if necessary) and board
• Participation in educational programs
• Diverse and multicultural environments
• Professional skills development