Concierge Agent (Russian Speaker)

Abu Dhabi, UAE

Posted
Ref: RP714-15979

Job description / Role

Employment: Full Time

Company Description Rixos Marina Abu Dhabi is a luxurious hospitality establishment that seamlessly combines modern elegance with world-class amenities. Nestled in the heart of Abu Dhabi, our resort offers an unparalleled experience for both leisure and business travelers. With a prime waterfront location, Rixos Marina Abu Dhabi sets itself apart as a premier destination for those seeking a blend of sophistication, comfort, and personalized service. Key Features: Stunning Waterfront Setting: Enjoy breathtaking views of the marina and the Abu Dhabi skyline from the comfort of our well-appointed rooms and suites. The strategic location allows guests to immerse themselves in the vibrant atmosphere of the city. Luxurious Accommodations: Our accommodations are designed to provide the utmost comfort and style. Each room and suite is meticulously furnished with modern amenities, ensuring a relaxing and enjoyable stay for every guest. World-Class Dining: Indulge your palate with a diverse array of culinary delights at our on-site restaurants. From international cuisines to local flavors, our chefs craft exquisite dishes that cater to every taste. State-of-the-Art Facilities: Whether you're here for business or leisure, Rixos Marina Abu Dhabi offers a range of facilities to meet your needs. Our conference and event spaces are equipped with cutting-edge technology, while our wellness facilities provide a rejuvenating experience. Exceptional Service: At Rixos Marina Abu Dhabi, we take pride in delivering personalized and attentive service. Our dedicated staff is committed to ensuring that every guest's stay is memorable and exceeds expectations. Job Description Summary of General Duties - Organization of Concierge operations - Maintain associate relations. - Resolve complaints. - Handle the disputes. - Ensure the concierge services are up to the required standard. - Assist in developing the talents. - Respond to guest requests for special arrangements or services. - Co-operation with hotel's Departments for any internal requests. - Be smart, well groomed and maintain a friendly and cheerful disposition all the times. - Show fullest cooperation and respect within the team and other departments - Is aware of the daily activities and has product knowledge of all the hotel facilities Main Duties and Responsibilities: - Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers. - Respond to special requests from guests with unique needs and follow up to ensure satisfaction. - Gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities. - Answer, record, and process all guest calls, messages, requests, questions, or concerns. - Contact appropriate individuals or departments as necessary to resolve guest calls, requests, or problems. - Review shift logs/daily memo books and document pertinent information in logbooks. - Report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. - Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. - Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation. - Speak with others using clear and professional language, prepare and review written documents accurately and completely and answer telephones using appropriate etiquette. - Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. - Comply with quality assurance expectations and standards. - Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters). - Maintain awareness of undesirable persons on property premises General/ Miscellaneous - Maintain confidentiality of proprietary materials and information. - Follow company and department policies and procedures. - Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures. - Co-ordination with any internal departments as & when the need arises. - Ensures all staff is thoroughly familiar with the Hotel's emergency procedures and in a state of preparedness for any emergency which may occur. - Execution of regular technical/skills training. Is responsible for setting up and maintaining ongoing training programs in the Concierge department in conjunction with the Rooms Division Manager / Director of Rooms, Director of HR and the L & D Manager. - He/she is familiar with all related company documentation and especially with the relevant Operational Standards for his/her field of responsibility. - Assumes responsibility of Duty Manager when scheduled to do so. - Other duties as assigned. Special - Carry out any other reasonable task (which may not be stated here) as requested. Qualifications - Education: - A high school diploma or equivalent is usually the minimum requirement. - Some hotels may prefer candidates with a college degree in hospitality management, tourism, or a related field. - Experience: - Previous experience in a customer service role, preferably in the hospitality industry, is often preferred. - Experience working in a hotel environment or a similar service-oriented industry is beneficial. - Communication Skills: - Excellent verbal and written communication skills are essential. - Fluency in multiple languages may be an asset, especially in hotels that cater to an international clientele. - Customer Service Skills: - Strong customer service orientation and the ability to anticipate and fulfill guests' needs. - A friendly and approachable demeanor is crucial for creating a positive guest experience. - Knowledge of Local Area: - A good understanding of the local area, including attractions, restaurants, transportation options, and other services, is important for providing helpful recommendations to guests. - Organizational Skills: - Effective organizational skills are necessary to handle multiple tasks and requests simultaneously. - Attention to detail is crucial, especially when making reservations or coordinating services for guests. - Technology Proficiency: - Familiarity with computer systems, reservation software, and other technology commonly used in the hospitality industry. - Problem-Solving Skills: - The ability to think on your feet and find creative solutions to meet guests' requests or resolve issues. - Professional Appearance: - A neat and professional appearance is typically required, as Concierge Agents are often the first point of contact for guests. - Networking Skills: - Building relationships with local businesses and service providers to enhance the range of offerings available to hotel guests. - Cultural Sensitivity: - Awareness and sensitivity to different cultures and customs, especially in hotels that attract a diverse international clientele. - Physical Stamina: - The role may require standing for extended periods and assisting with luggage, so physical stamina is important. - Training in Hospitality Services: - Completion of relevant training programs or certifications in hospitality services may be beneficial. Additional Information - Competitive Salary and Compensation: - Rixos Marina Abu Dhabi may offer a competitive salary that reflects the industry standards for similar positions. - Training and Development Opportunities: - Access to training programs and development opportunities to enhance skills and advance within the company. - Career Advancement: - Opportunities for career growth and advancement within the Rixos Hotels group. - Health and Wellness Benefits: - Comprehensive health insurance coverage. - Employee Recognition Programs: - Recognition programs to acknowledge and reward outstanding performance and dedication. - Work-Life Balance: - Policies and practices that promote a healthy work-life balance, including flexible scheduling where possible. - Uniforms and Dress Code: - Provision of uniforms or dress code guidelines for a professional and cohesive appearance. - Social Events and Activities: - Participation in social events, team-building activities, and employee gatherings to foster a positive work culture. - Transportation Services: - Transportation services. - Employee Wellness Programs: - Wellness programs, such as fitness classes or gym access, to promote a healthy lifestyle.

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels' more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.

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