Concierge

Company Description

Banyan Group is one of the world’s leading independent, multi-branded hospitality groups centered on the purpose-driven mission of stewardship and wellbeing while offering exceptional, design-led experiences.
The Group’s diversified portfolio of hotels, resorts, spas, galleries, golf and residences features an ecosystem of 10 global brands, including the award-winning  Banyan Tree ,  Angsana ,  Cassia ,  Dhawa and  Laguna , and the highly anticipated new brands of  Homm ,  Garrya , Folio, and two new Banyan Tree brand extensions -  Escape and  Veya .
Established in 2008, with the goal of advancing people development and management excellence, Banyan Tree Management Academy has nurtured over 10,000 associates across 23 countries. The Group is recognised for its commitment to environmental protection and community development through its Banyan Tree Global Foundation. Operating over 70 hotels in 17 countries, it has over 50 new properties in the pipeline.

Banyan Tree Dubai is a lively, island escape where stylish stays, incredible dining, warm hospitality, and recreation create lasting memories. Fronted by 500m of a pristine, private beach with uninterrupted views of the Arabian Gulf and backed by the iconic Ain Dubai. With the ambience of a sleek, relaxed, luxe island getaway, Banyan Tree Dubai boasts 3 chilled outdoor pools, fully-serviced beach, award-winning Banyan Tree Spa, a fitness center and 7 dining options.

Job Description

Role Overview

As a Concierge at Banyan Tree Dubai , you are responsible for creating exceptional and personalised experiences for our guests by providing expert assistance, thoughtful recommendations, and seamless arrangements throughout their stay.

You are a key ambassador of the Banyan Tree brand, delivering warm, discreet, and attentive service while anticipating guest needs and creating memorable moments that extend beyond the resort.

Key Responsibilities

Guest Welcome & Personalised Assistance

• Welcome guests warmly and provide a personalised, professional, and memorable first impression.
• Act as a key point of contact for guest requests, recommendations, and arrangements throughout their stay.
• Anticipate guest needs and proactively offer assistance to enhance their overall experience.
• Build strong relationships with guests while maintaining discretion and professionalism.
• Ensure all guest interactions reflect Banyan Tree’s commitment to exceptional hospitality.

Local Knowledge & Recommendations

• Provide expert recommendations on Dubai attractions, dining experiences, entertainment, shopping, cultural activities, and hidden gems.
• Maintain up-to-date knowledge of local events, venues, transportation options, and resort experiences.
• Create personalised itineraries and experiences based on guest preferences and interests.
• Assist guests with reservations for restaurants, excursions, activities, transportation, and special experiences.
• Provide accurate and timely information to support guest decision-making.

Guest Requests & Experience Coordination

• Coordinate and follow up on guest requests to ensure timely and seamless delivery.
• Arrange transportation, tours, experiences, and special occasions in collaboration with internal and external partners.
• Support VIP arrivals, celebrations, and personalised guest experiences.
• Handle guest feedback, concerns, and special requests with professionalism and ownership.
• Liaise with Front Office, Housekeeping, Spa, Food & Beverage, and other departments to ensure guest expectations are exceeded.

Communication & Service Excellence

• Maintain clear and effective communication with guests and colleagues.
• Record and update guest preferences and requests to support personalised service.
• Ensure all guest information is handled confidentially and professionally.
• Follow up with guests to ensure satisfaction with arrangements and services provided.
• Create meaningful connections through genuine engagement and attention to detail.

Operational Support

• Maintain an organised and welcoming Concierge desk and guest areas.
• Ensure all information materials, brochures, and guest resources are accurate and well presented.
• Maintain knowledge of resort facilities, activities, services, and operational updates.
• Support Front Office operations during busy periods when required.
• Assist with guest arrivals, departures, and special events as needed.

Health, Safety & Compliance

• Follow all resort policies, procedures, and service standards.
• Ensure guest safety and wellbeing are considered when arranging activities and experiences.
• Maintain confidentiality regarding guest information and preferences.
• Report any guest concerns, incidents, or operational issues to management promptly.
• Perform any additional duties assigned by management to support the smooth operation of the department.

Qualifications

Qualifications & Experience

• Previous experience as a Concierge, Guest Relations Agent, Front Office Agent, or similar role within a luxury hotel, resort, or high-end hospitality environment.
• Strong knowledge of Dubai’s attractions, dining, entertainment, and lifestyle offerings.
• Experience handling VIP guests and personalised service requests preferred.
• Excellent spoken English; additional languages are an advantage.
• Strong organisational skills with the ability to manage multiple requests simultaneously.
• Proficiency with guest service systems and reservation platforms preferred.

Competencies

• Strong guest-focused mindset
• Excellent communication and interpersonal skills
• Warm, approachable, and professional personality
• Strong local knowledge and networking ability
• Problem-solving mindset
• Attention to detail
• Ability to anticipate guest needs
• Strong organisation and follow-through
• Team collaboration
• Discretion and professionalism
• Ability to remain calm under pressure
• Commitment to delivering exceptional luxury guest experiences

Additional Information

Why Join Us:  At Banyan Tree Dubai, you will be part of a globally recognised luxury hospitality brand committed to exceptional service, sustainability and wellbeing. We provide opportunities for professional growth within an inspiring environment where genuine care for our guests and colleagues is at the heart of everything we do.