Hotel Concierge Executive

The Hotel Concierge Executive serves as the primary point of contact for hotel guests seeking to learn about and book Abu Dhabi destination experiences. The role will provide personalized recommendations, promoting various local experiences to enhance their stay. The role is key in driving revenue by proactively selling products, services, and experiences, such as theme park tickets, VIP experiences, and tours, while delivering exceptional guest service. The role will be based at dedicated desks across Abu Dhabi hotels and will be required to move to different desks on a rotational basis. Due to the operational nature of the hotel, volume changes throughout the day. This role may require adopting split shifts and adjusting to shifts.

Job Scope:

Guest Interaction

• Greet and welcome guests who approach the desk with a warm, professional demeanour

• Provide comprehensive information about Abu Dhabi destination products and services, and experiences.

• Process the sales and purchases of products and services provided by Masarra through the designated portals and systems.

• Ensure that the correct product is offered to the guest based on their specific needs and preferences.

• Engage with guests to identify their interests and recommend the most suitable packages or experiences.

• Maintain a guest-centric approach, ensuring complete satisfaction throughout the interaction and after-sales process.

• Handle guest inquiries, requests, and complaints promptly and effectively, ensuring high guest satisfaction.

• Demonstrate a high degree of confidence and patience when dealing with multiple interactions and/or high stress situations, above all, prioritizing guest experience.

Sales and Promotion

• Actively promote and sell a variety of experiences, including theme parks, desert safaris, city tours, and airport services.

• Identify opportunities to upsell and cross-sell services to increase revenue.

• Meet and exceed sales targets set by management through proactive engagement with guests.

Reservations and Coordination

• Manage bookings for hotel rooms and various experiences through the reservation system.

• Coordinate with internal departments and external service providers to ensure seamless service delivery.

• Process payments and handle credit card transactions accurately and securely.

Administration and Reporting

• Track and report on daily sales performance and guest feedback.

• Ensure the concierge desk is well-organized, clean, and fully stocked with necessary materials.

• Escalate complex guest issues to the appropriate department or manager when necessary.

• Submit the Daily Checklist at the beginning of each shift to confirm desk readiness and operational preparedness.

• Log all guest interactions daily in the designated system or sheet as part of routine reporting.

• Adhere strictly to the Standard Operating Procedures (SOPs) for booking processes and post-booking protocols to maintain consistency and accuracy across services.

Collaboration and Stakeholder Management

• Work closely with other departments, including marketing, sales, and IT, to ensure alignment and seamless operations.

• Work closely with other hotel staff and management to ensure seamless operations and a positive guest experience.

• Maintain strong relationships with key stakeholders.

• Act as a liaison to address and resolve escalated customer service issues.

The Ideal candidate should have:

• Bachelor’s degree or equivalent and/or certification in Hospitality Management

• Minimum of 3 years’ experience in customer service, sales, and/or hospitality.

• Strong communication skills with the ability to engage guests and deliver personalized recommendations.

• Excellent problem-solving and conflict-resolution abilities.

• Proactive and self-motivated with the ability to work independently and collaboratively

• Analytical mindset with experience in data-driven decision-making

• Sales-oriented with a proven ability to upsell and cross-sell services and experiences.

• Highly organized and detail-oriented to manage bookings, payments, and guest records effectively.

• Customer-focused with the ability to anticipate and exceed guest expectations.

• Team player with the ability to collaborate across departments for seamless service delivery.

• Fluency in English.

• Fluency in multiple languages, such as Russian, French, German and Spanish, is a significant advantage.

• Knowledge of tourism-related sales processes and systems is preferred

About Masarra DMC

Masarra Destination Management Company (DMC) is an Abu Dhabi–based organization specializing in delivering end-to-end destination experiences and travel services across the UAE. As part of the Miral ecosystem, Masarra connects visitors, partners, and businesses to the best of Abu Dhabi through curated experiences, including attraction tickets, tours, transportation, events, and tailored travel solutions.

Masarra focuses on creating seamless, high-quality guest journeys by combining strong local expertise, strategic partnerships, and operational excellence. The company supports both B2B and B2C markets, working closely with hotels, tour operators, and experience providers to promote Abu Dhabi as a world-class destination while driving commercial value for stakeholders.