In Resort Concierge Advisor خدمات الاستقبال والإرشاد | وظائف الامارات

In Resort Concierge Advisor خدمات الاستقبال والإرشاد | وظائف الامارات 

 In Resort Concierge Advisor

In Resort Concierge Advisor خدمات الاستقبال والإرشاد | وظائف الامارات
In Resort Concierge Advisor خدمات الاستقبال والإرشاد | وظائف الامارات 

Dubai, United Arab Emirates

Closing date: Mar 29, 2021
Job Purpose
We know our success is driven by our exceptional people. Our In Resort Holiday Advisors, will combine their expertise and passion to carefully ensure our customers receive a seamless & exceptional service at the most important part of their customer journey, delivering service which the Emirates brand is renowned for. We are here to create moments which will last a lifetime.
We believe in being a truly customer and colleague centric business. We expect our In Resort Concierge Advisors to really understand our customers and our holidays and using this expertise will ensure our customers have holidays they will never forget. You’ll be at the front, representing our brand during the most critical part of our customer journey experience.
- Provide award winning service on holiday for our customers, primarily face to face, but also over the phone, via WhatsApp and email.
Role Purpose: You will deliver amazing holiday experiences by meeting with, interacting with and selling to customers during their holiday experience. You will go over and above to deliver service which only Emirates is renowned for and you’ll work hard, when things go wrong, to put them right. Accountabilities Execute:
- You will drive additional ancillary revenue through the sale of tours, excursions and activities – showcasing everything Dubai has to offer.
- By listening to our customers carefully, understanding their exact needs and requirements, wow them through “as per expectation” and surprise and delight service. - Ensuring that all forms of contact are handled quickly and with a friendly ‘can-do’ attitude, whilst achieving and exceeding service & sales performance targets against key performance indicators.
- You will build relationships with our ground handlers & suppliers to ensure a positive result for our clients.
- Challenge the status quo, working collaboratively with all departments to improve the way we deliver our customer experience on holiday. - Using initiative, keep up to date with product changes and personal development to always be one step ahead of the game. - You will build valuable relationships with your customers & suppliers, ensuring your tone of voice, language and contact are in line with our brand guidelines.
- In the event of Force Majeure, crisis or cancellation situations during the holiday experience you will play an instrumental role within our “Crisis incident” team.
- You will put things right when things go wrong, ensuring that our customers leave their holiday with only a positive experience of Emirates Holidays. This can at times be challenging, especially during times of disruption. You’ll need to have a calm approach.
Qualifications & Experience
- 12 Years schooling or equivalent.
- Someone who really understands the importance of exceptional customer experiences and exceeding our customer’s expectations.
- A confident communicator with proven persuasive and influencing skills.
- Positive attitude and enjoys working as part of a team.
- Thrives on a busy service and sales environment and self-motivated to achieve performance & business targets.
- Someone who wants to keep developing and able to take accountability for their own learning.
- A flexible approach with the ability to adapt to different people, customers, challenges and ways of working. - A brilliant communicator (both verbal & written) and relationship builder with all sorts of different people.
- Someone that can think commercially and take responsibility for their own result, always striving to do better.
- Ability to really listen to the customer, quickly identify their needs and think ahead to anticipate them. - Excellent attention to detail and understands the impact of errors on the business and customer. - An expert in areas they have visited and can share that knowledge with our customers and colleagues.
- Travel and Tourism qualified.
- Someone who’s proactive and a trend spotter and is confident in feeding back their findings to the business to drive improvement. - IT literate and quick to learn. - Flexibility to work shifts, including evenings, weekends and public holidays. Desirable: - Travel customer service experience beneficial but not essential. - A passion for Dubai, the Middle East and our other destinations.
- A willingness to be flexible covering a range of shift patterns, with the potential to have to cover other in other areas within the wider Operations team i.e. Call Centre/Retail.
- Good English language skills, both written and verbal. Prerequisites - A full UAE driving license
- The ability to travel between various hotel locations across Dubai and the UAE
Salary & Benefits
We offer an attractive salary, commensurate to the local market.
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