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VIP Concierge

Date: 14-Oct-2021

Location: Dubai, AE

Company: Majid Al Futtaim

Majid Al Futtaim invites you to join us in our quest to create great moments for everyone, everyday! We are the leading shopping mall, residential communities, retail and leisure pioneer across the Middle East, Africa and Asia, serving over 560 million visitors a year. For the past two decades, we have shaped the consumer landscape across the region, transforming the way people shop, live and play, while maintaining a strong sustainability track record and the largest mall in the world to attain LEED Gold EBOM Certification. We have over 40,000 team members in 15 international markets representing over 100 nationalities – all keeping the customer at the heart of everything we do. If you enjoy being BOLD, PASSIONATE and TOGETHER, then Majid Al Futtaim is the destination for you.


Disclaimer: This role description reflects the general details considered necessary to describe the principal functions of the role identified and shall not be construed as an exhaustive description of all the work requirements inherent in the job.


Job Category:

VIP Concierge

Customer Service


Role Archetype:

Shopping Malls – Mall Management – Customer Service

Individual Contributor

Reporting to:


Supervisor - Customer Service



Role Purpose:

To ensure the delivery of smooth, efficient and consistent best practice implementation for the running of the VIP Lounge. You will be responsible in following and delivering bespoke processes and procedures of the VIP Guest Service Program and Centre to ensure provision of outstanding services to our VIP customers at all times.

Role Details – Key Responsibilities and Accountabilities:

Key Tasks:


  1. Responsible for membership’s enrollment, welcome new and regular members, show the facilities, describe the services, and facilitate all their concierge requirements.
  2. Responsible for assisting guests with various tasks related to their visit to the lounge and for providing full information about the entire Mall, it’s services and the local vicinity in the mall continuing effort to deliver outstanding VIP guest service;
  3. Maintain a peaceful and service friendly environment in the lounge including - but are not limited to – F&B service, housekeeping duties management all around the lounge area, ambience and remaining services provided.
  4. Provide professional and discrete VIP concierge services like: arranging reservations and/or confirmation of reservations, dining, wellbeing, entertainment, services and as well arrangements for off-premise activities, including but not limited to dining, transportation services/rentals, entertainment, airport/hotel check-ins, services and shopping;
  5. Conduct Pre-Arrival calls for members, make preliminary arrangements for their lounge/mall experience.
  6. Able to personalize each member’s visit, knowing their full profile, preferences, and ways to surprise them, keeping all the data protected under full confidentiality.
  7. Be always aware of UAE event’s calendar, activity updates and VIP access to all, maintaining always the key contacts updated.  
  8. Responsible for managing in Lounge service bookings including venue preparation and payment management.
  9. Personal Shopper - assist VIP guests with their shopping by giving advice and highlighting latest trends and upcoming new items in their preferred stores. Shopping on behalf of guests.
  10. B2B Engagement - establish a strong relation with all In Lounge Service Providers and Tenants and action all requests received through them instantly.
  11. Campaign Management - manage all campaigns related to the Lounge in line with campaign management SOP.
  12. OnDemand and Add-ons – providing OnDemand and Add-on services to VIP guests as requested by them or by Store Managers (In-Store Redemptions, F&B Booking, Meet and Greet, Event Management, … etc.)
  13. To have a high level of product knowledge of the property and its facilities as well as the city of Dubai
  14. Handle general inquiries received at the VIP Lounge for al stakeholders and Guests
  15. Keep records of guest’s service requests and complaints
  16. Handle Members complaints in accordance of the department policies and procedures
  17. Prepare shift banking at the close of each shift, whenever cashiering transactions have been made, ensuring that work is accurate, in balance and correctly recorded. Ensure all moneys are securely deposited at the end of each shift in accordance of the company policies and procedures.
  18. Responsible in providing accurate information to Members of any running promotions set by the marketing department and carrying out accurately its set process and procedures
  19. To actively promote, sell and up sell MAFP Gift Cards and carry out all related process and procedures
  20. To promptly and accurately carry out the registration of E-coupons procedures required for Members wishing to participate in the promotion, ensuring that company’s policies are always adhered to.
  21. Responsible of the tidiness and cleanness of the VIP Lounge always


Functional/Technical Competencies:

Customer Service, Stakeholder Management, Communication skills, Hospitality, Operations, Administration, Organizational skills.

Personal Characteristics and Required Background:


Minimum Qualifications/education

  • Bachelor’s degree in Hospitality /Tourism or equivalent.

Minimum experience

  • Minimum 4 years progressive experience in the Hospitality field preferably as at Front Desk and/or Concierge.