Concierge Sales Agent

Job SummaryThe Concierge Sales Agent is responsible for assisting guests by promoting, recommending, and arranging additional services such as tours, transportation, dining experiences, wellness activities, and events. The role focuses on delivering personalized guest experiences while supporting the Concierge Department’s revenue targets through effective service promotion and upselling. The Concierge Sales Agent acts as a key point of contact for guest requests, provides relevant recommendations, coordinates services with vendors and internal teams, and ensures all arrangements are handled accurately and professionally.

Key Responsibilities
1.
Guest Communication & Relationship Management
• Respond promptly and professionally to guest inquiries via WhatsApp, phone, email, or in person.
• Build positive relationships with guests and ensure they feel welcomed, supported, and well-informed throughout their stay. 2.
Personalized Guest Assistance
• Understand guest preferences and recommend suitable services, activities, and experiences.
• Provide helpful information and recommendations on dining, activities, transportation, wellness, and local experiences. 3.
Service Promotion & Upselling
• Actively promote and upsell relevant concierge services such as tours, transfers, breakfasts, yoga, spa, and other activities.
• Use approved templates, marketing materials, and service information to present offerings clearly and attractively.
• Follow up with guests when appropriate to support service conversion. 4.
Internal Team Coordination
• Coordinate with Reservations, Customer Support, Operations, and other relevant departments to ensure smooth service delivery.
• Ensure guests receive accurate information regarding available services and booking arrangements. 5.
Service Coordination & Execution
• Arrange and confirm reservations for restaurants, activities, wellness services, transportation, and other concierge services.
• Coordinate with vendors and relevant internal teams to ensure services are properly arranged and delivered. 6.
Onsite & Special Event Support
• Assist with onsite events such as weddings, celebrations, and corporate stays when required.
• Coordinate guest requirements with relevant departments and service providers to support successful execution. 7.
Complaint Handling & Problem Solving
• Handle guest concerns and complaints professionally and with a solution-focused approach.
• Provide appropriate solutions or alternatives and escalate issues to the Supervisor when necessary. 8.
Product Knowledge & Service Updates
• Maintain up-to-date knowledge of Betterplace properties, concierge products, services, pricing, promotions, and partner offerings.
• Stay informed about relevant local activities, events, venues, and services to provide accurate recommendations. 9.
Administrative & System Management
• Maintain accurate records of guest interactions, requests, bookings, payments, and preferences in designated systems.
• Assist with payment processing and verification in accordance with company procedures. 10.
Professionalism & Time Management
• Deliver consistent, professional, and guest-focused service in all interactions.
• Manage multiple guest requests and priorities effectively while meeting required response times and service standards.

Qualifications:

Education:
• Relevant educational background in Hospitality, Tourism, Business Management, or a related field.
• Relevant professional experience in hospitality, tourism, concierge, or guest services may be considered.

Experience:
• 1–2 years of experience in hospitality, tourism, concierge, guest services, sales, or a related field.
• Experience in customer service, sales, upselling, or service coordination is preferred.
• Experience working with CRM, booking, or communication systems is an advantage.

Skills:
• Good communication and interpersonal skills.
• Strong customer service and sales skills.
• Good product knowledge and ability to make personalized recommendations.
• Good problem-solving and service recovery skills.
• Strong attention to detail and organizational skills.
• Ability to manage multiple requests and work effectively under pressure.
• Proficiency in English and relevant workplace systems