Senior Officer - Lifestyle

via Meraas
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https://dbzstatic-a.akamaihd.net/.dist_f095cc60214a493fbce4af35cdf267c7dd654a23/ 10133

Details: Posted on: 11th December 2017

  • Company Name: Meraas
  • Employment Type: Full Time
  • Monthly Salary: Unspecified
  • Minimum Work Experience: 2-5 Years
  • Minimum Education Level: N/A
  • Listed By: Employer
  • Career Level: Senior


Meraas Holding is a Dubai based development company with an innovative approach to architecture and master planning. We are committed to shaping the landscape of Dubai by building sustainable projects of the highest quality, which are delivered on time. People are the focus of everything we do and our aim is to enhance the way people work, live and play in the communities that we build. We pride ourselves on recruiting the most talented professionals locally, internationally and selecting partners who are leaders in their fields, ensuring that we deliver on all of our commitments.

Meraas Holding is involved in a number of high profile projects across Dubai. As a 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.

Qualifications :

Preference will be given to qualified candidates who can demonstrate experience in the following;

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

The ideal candidate will come preferably from a Lifestyle or Concierge background. A University degree is a must and is fluent in English on a native level, along with at least 4 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.

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