Job Summary: The Senior Officer - Lifestyle, your role will be responsible for providing supervision of all Lifestyle concierge services to concierge clients by providing oversight and leadership in the taking and responding to all lifestyle requests (as defined) received in person, by telephone, by email or via any other digital channel.
Key Duties and Responsibilities:
Handling any tasks delegated by the Concierge Manager or Head of Operations
Resolving, managing and reporting any queries or unresolved issues that cannot be completed within the agreed Service Level Agreements according to Operational Procedures.
Answering and responding to concierge requests received directly face to face, by telephone, by email or as assigned by any other online workflow channel within the BU SLA’s as needed
Troubleshooting and assisting where necessary on incoming and ongoing requests
Assisting in building strong personal relationships alongside the Lifestyle Assistants with concierge VIP clients in a professional manner to facilitate proactivity and personalization with trust
Meeting clients under direction of Head of Operations to facilitate Concierge support according to BU guidelines
Ensuring team performance according to agreed productivity, quality standards and established Key Performance Indicators KPIs (e.g. response times, call answer times and request volumes).
Following the Concierge training quality standards and guidelines to ensure consistent customer experience.
Ensuring the appropriate appearance at all times
Providing feedback and ideas to support process change to the Head of Operations, Concierge Manager and Training Manager
Participating fully in the team activities, taking part in regular team meetings and hand over sessions, giving feedback and ideas to colleagues and to the Head of Operations and Concierge Manager
Ensuring staff development and attendance to refresher training and modules as required identifying staff needs
Actively growing own and team knowledge pertaining to Dubai, International Cities, luxury goods and brands, and all lifestyle content to better service concierge requests
Reporting, managing and overseeing complaints as per complaint handling procedure
Reporting, managing and overseeing assigned BU KPI’s and SLA’s
Being responsible for all communications between Lifestyle team and Concierge operations and support
Qualifications, Skills and Experience:
The ideal candidate should preferably come from a Lifestyle or Concierge background. A University degree is a must and is fluent in English on a native level
Four years of relevant work experience in customer service, concierge, hospitality or as an Executive Assistant. Candidates with extensive local knowledge of Dubai/UAE and International awareness are highly desirable.
Meraas is a Dubai-based holding company. We design for a diverse mix of people to stimulate a creative urban culture where the next generation of ideas, businesses, and communities can take root. Our vision is to encourage people to live an active urban lifestyle by designing, developing, and operating diverse places that enable people to enjoy more of the things they love. These investments ensure a better future for all those who live in and visit Dubai, and span different sectors including food, retail, leisure and entertainment, hospitality, and health, among others. Our destinations which to date include City Walk, The Beach, Boxpark, Last Exit, The Outlet Village, and Kite Beach, are open places for communities to socialise, explore, learn, play, create, and enjoy.