Vip Concierge, Chinese/russian Speaker Moe
UAE, United Arab Emirates
Job Description
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Majid Al Futtaim invites you to join us in our quest to create great moments for everyone, everyday! We are the leading shopping mall, residential communities, retail and leisure pioneer across the Middle East, Africa and Asia, serving over 560 million visitors a year. For the past two decades, we have shaped the consumer landscape across the region, transforming the way people shop, live and play, while maintaining a strong sustainability track record and the largest mall in the world to attain LEED Gold EBOM Certification. We have over 45,000 team members in 17 international markets representing over 100 nationalities - all keeping the customer at the heart of everything we do. If you enjoy being BOLD, PASSIONATE and TOGETHER, then Majid Al Futtaim is the destination for you.
ROLE DESCRIPTION
Disclaimer: This role description reflects the general details considered necessary to describe the principal functions of the role identified and shall not be construed as an exhaustive description of all the work requirements inherent in the job.
Title:
Job Category:
VIP Concierge
Customer Service
Division/Department:
Role Archetype:
Asset Management Business Unit - Mall Management - Customer Service
Individual Contributor
Reporting to:
Location:
Associate Manager, VIP Lounge
UAE
Role Purpose:
To ensure the delivery of smooth, efficient and consistent best practice implementation for the running of the VIP Lounge. You will be responsible in following and delivering bespoke processes and procedures of the VIP Guest Service Program and Centre to ensure provision of outstanding services to our VIP customers at all times.
Role Details - Key Responsibilities and Accountabilities:
Key Tasks:
- Responsible for memberships enrollment, welcome new and regular members, show the facilities, describe the services, and facilitate all their concierge requirements.
- Responsible for assisting guests with various tasks related to their visit to the lounge and for providing full information about the entire Mall, its services and the local vicinity in the mall continuing effort to deliver outstanding VIP guest service;
- Maintain a peaceful and service friendly environment in the lounge including - but are not limited to - F&B service, housekeeping duties management all around the lounge area, ambience and remaining services provided.
- Provide professional and discrete VIP concierge services like: arranging reservations and/or confirmation of reservations, dining, wellbeing, entertainment, services and as well arrangements for off-premise activities, including but not limited to dining, transportation services/rentals, entertainment, airport/hotel check-ins, services and shopping;
- Conduct Pre-Arrival calls for members, make preliminary arrangements for their lounge/mall experience.
- Able to personalize each members visit, knowing their full profile, preferences, and ways to surprise them, keeping all the data protected under full confidentiality.
- Be always aware of UAE events calendar, activity updates and VIP access to all, maintaining always the key contacts updated.
- Responsible for managing in Lounge service bookings including venue preparation and payment management.
- Personal Shopper - assist VIP guests with their shopping by giving advice and highlighting latest trends and upcoming new items in their preferred stores. Shopping on behalf of guests.
- B2B Engagement - establish a strong relation with all In Lounge Service Providers and Tenants and action all requests received through them instantly.
- Campaign Management - manage all campaigns related to the Lounge in line with campaign management SOP.
- OnDemand and Add-ons - providing OnDemand and Add-on services to VIP guests as requested by them or by Store Managers (In-Store Redemptions, F&B Booking, Meet and Greet, Event Management, etc.)
- To have a high level of product knowledge of the property and its facilities as well as the city of Dubai
- Handle general inquiries received at the VIP Lounge for al stakeholders and Guests
- Keep records of guests service requests and complaints
- Handle Members complaints in accordance of the department policies and procedures
- Prepare shift banking at the close of each shift, whenever cashiering transactions have been made, ensuring that work is accurate, in balance and correctly recorded. Ensure all moneys are securely deposited at the end of each shift in accordance of the company policies and procedures.
- Responsible in providing accurate information to Members of any running promotions set by the marketing department and carrying out accurately its set process and procedures
- To actively promote, sell and up sell MAFP Gift Cards and carry out all related process and procedures
- To promptly and accurately carry out the registration of E-coupons procedures required for Members wishing to participate in the promotion, ensuring that companys policies are always adhered to.
- Responsible of the tidiness and cleanness of the VIP Lounge always
Functional/Technical Competencies:
Customer Service, Stakeholder Management, Communication skills, Hospitality, Operations, Administration, Organizational skills.
Personal Characteristics and Required Background:
Minimum Qualifications/education
- Bachelors degree in Hospitality /Tourism or equivalent.
- Minimum 4 years progressive experience in the Hospitality field preferably as at Front Desk and/or Concierge.
Signature of Job Holder:
Approved By
Head of Division/Department/Sec:
Head of Human Capital:
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Job Detail
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Job IdJD1682402
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationUAE, United Arab Emirates
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EducationNot mentioned