[{{ $ctrl._job.status.name | translate}}] Concierge Officer
Atlantis The Palm


Job description

 To oversee the concierge service and other guest services. Ensure all guest inquiries, preferences and requests are attended to with the highest level of customer service and as per are as per resort standards.


 Adhere to all Resort rules and regulations as per Service Standard Policies and procedures, and follow all communications briefed by the Chief Concierge.
 Ensure the concierge team work with a sales focused attitude and are aware of sales opportunities within the resort which will assist with the maximization of revenue.
 Ensure guests are communicated with and assisted in an efficient, warm and professional manner by all team members.
 Have full knowledge of all products and services provided by the resort and in the local area.
 Carry out briefings and on the job training and review with focus on guest satisfaction.
 Oversee and monitor departmental schedules.
 Oversee day to day operations ensuring resort standards are adhered to and maintained by all team members.
 Adhere to the resort selling strategy by ensuring the use of correct rates.
 Ensure a consistently high standard of presentation is maintained for both the colleagues and the team members.
 Actively review guest comments and feedback, communicate this with the team members and implement procedures to enhance guest satisfaction.
 Schedule and maximize annual leave for team members during low demand periods.
 Ensure regular communication meetings are held within the department.
 Implement a full training plan within the Concierge to develop all personnel to their full potential.
 Ensure new team members are being fully trained and certified to carry out duties as per resort standards.
 Monitor and keep updated training records and schedules to ensure planning and completion is carried out as per resort standard.
 Conduct Annual Appraisals with all team members and ensure follow-up of targets for team members are being followed up and monitored.
 Actively develop team member skills and performance through coaching and training.
 Carry out interviews for all prospective Concierge personnel.
 Maintain and oversee accuracy of guest profiles and remarks.
 Ensures all Concierge related issues are logged in the Customer Feedback System
 Review, maintain and implement systems and procedures as directed.
 Ensure daily shift handovers are conducted in a professional and constructive manner.
 Regularly spot check duty shift checklists to ensure tasks are completed.
 Review daily reports to ensure system is being maintained as per company policies and procedures.
 Review the measurements related to customer satisfaction.
 Adhere to and monitor departmental operating expenses as per departmental budget and forecast.
 Conduct daily or weekly audits for the team to ensure compliance of the basic standards at the Concierge
 Analyze and create action plan for JD Power and LQA mystery shopping results to ensure consistency and that corrective measures are in place.
 Monitor and assist Concierge Admin to ensure completion of tasks on daily basis.
 Formulate standard operating procedure for the department whenever required
 Implement processes related to the business and ensure completion in a timely manner
 Handles guest email inquiry and concerns whenever required
 Provide monthly reports on the departmental KPI’s, team productivity
 Ensures maintaining good business relationship with relevant stakeholders and suppliers for smooth operations at the Concierge
Job type
The Palm Jumeirah, Dubai, United Arab Emirates
Front Office concierge
English, Arabic (optional), German (optional), French (optional), Italian (optional), Russian (optional)
Starting in
As soon as possible
Latest start date
April 2019
Contract duration
More than 1 year
Pay range
Studio provided
Other benefits
Medical, Meals, Relocation if applicable, Transport

Atlantis The Palm

Atlantis, The Palm is the first resort destination in the region and located at the centre of the crescent of The Palm in Dubai.

Opened in 2008, the unique ocean-themed resort features a variety of marine and entertainment attractions, as well as 17 hectares of waterscape amusement at Aquaventure Waterpark. It is home to one of the largest open-air marine habitats in the world, with over 65,000 marine animals in lagoons and displays including The Lost Chambers Aquarium. Dolphin Bay, the unparalleled dolphin conservation and education habitat, and Sea Lion Point were created to provide guests a once in a lifetime opportunity to learn more about one of nature’s most friendly mammals.

Atlantis, The Palm is also known as the culinary destination in the region with a collection of world-renowned restaurants including Bread Street Kitchen & Bar, Nobu and Ronda Locatelli. The resort boasts an impressive collection of luxury boutiques and shops as well as extensive meeting and convention facilities.

Guided by our Core Values, we create imaginative, innovative and fun experiences that connect with people on a very personal and emotional level. Join the Team and discover more opportunities with Atlantis, The Palm.

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