Wellness Concierge

Wellness Concierge, SIRO One Za'abeel
(21121)

SIRO One Za’abeel is more than a hotel – it’s a movement; a global lifestyle brand where world-class wellbeing meets exceptional hospitality – through a combination of state-of-the-art fitness, nutrition, sleep, recovery, and mindfulness facilities in purpose-designed destination hotels.

Our hotels empower guests to unlock peak mental and physical performance, no matter who they are, or what they’re striving to achieve. We realise exceptional, immersive lifestyle destinations where you can live without compromise.

Be a part of the world’s first digitally integrated fitness and recovery hotel concept in Dubai and be inspired to become the best version of yourself, celebrating every milestone along the way. SIRO One Za’abeel creates an immersive lifestyle destination for a global community of fitness and wellbeing fanatics, enabling our guests to unlock and maintain peak mental and physical performance. SIRO One Za’abeel is the newest global hospitality and lifestyle brand by Kerzner International, owner of the iconic Atlantis Resort and Residences and ultra-luxury One&Only resorts worldwide.

Job Summary

The Concierge, Front Office, Fitness & Recovery Lab is a multi-functional guest experience role responsible for creating a seamless, personalized, and high-energy journey for SIRO guests across arrival, stay, fitness, recovery, wellness, and departure. The role combines traditional concierge and Front Office guest services with the ability to confidently guide guests through SIRO’s fitness, recovery and wellness offerings. The colleague acts as a knowledgeable ambassador of the SIRO experience, helping guests make the most of the hotel’s facilities, programs, treatments, and services.This role requires a highly energetic, service-oriented individual with excellent communication skills, strong local knowledge, and a genuine interest in fitness, performance, recovery, and well-being.

Key Duties and Responsibilities

Concierge & Front Office Guest Services

• Welcome guests warmly and create a positive first impression aligned with SIRO service standards.
• Assist with arrivals, departures, guest requests, luggage, transportation, and general Front Office support.
• Provide personalized recommendations for dining, entertainment, shopping, activities, transportation, and local experiences.
• Explain available fitness and recovery lab facilities, equipment, programs, classes, training services, and operating procedures.
• Arrange restaurant reservations, transportation, tickets, experiences, and other guest requests.
• Maintain detailed knowledge of hotel facilities, services, operating hours, events, and daily activities.
• Coordinate with Personal Trainers, Fitness Coaches, and Therapist specialists to match guests with appropriate services.
• Provide information about group classes, personal training, performance assessments, recovery sessions, and other fitness offerings.
• Maintain awareness of facility capacity, schedules, bookings, and guest preferences.
• Anticipate guest needs and proactively offer relevant services and experiences.
• Build strong relationships with guests and recognize repeat, VIP, and high-value guests.
• Handle guest concerns professionally and coordinate with relevant departments to ensure timely resolution.
• Maintain accurate guest information, preferences, requests, and follow-up actions.
• Support the Front Office team during peak periods and assist with lobby operations as required.

Guest Journey & Personalization

• Act as a single point of contact for guests seeking support across Front Office, Fitness, Spa, Recovery, and hotel experiences.
• Understand each guest's purpose of stay, preferences, fitness interests, and wellness goals where voluntarily shared.
• Create personalized recommendations that connect different elements of the SIRO experience.
• Encourage guests to discover relevant hotel services without being overly sales-driven.
• Follow up on requests to ensure they have been completed to the guest's satisfaction.
• Record relevant guest preferences and ensure appropriate handover between shifts and departments.
• Create memorable moments by anticipating needs and proactively identifying opportunities for personalization.

Revenue & Upselling

• Promote relevant hotel, fitness, recovery, and wellness experiences.
• Identify opportunities to increase participation in classes, treatments, training, recovery sessions, and other paid experiences.
• Explain services accurately and confidently, focusing on guest needs and benefits.
• Support the achievement of departmental revenue and conversion targets.
• Work with the Front Office, Fitness, Recovery, and Revenue teams to identify commercial opportunities.
• Ensure all upselling is authentic, personalized, and consistent with the SIRO guest experience.

Key Performance Indicators

Performance may be measured through:

• Guest satisfaction and feedback scores
• Guest engagement with Fitness, Spa, and Recovery experiences
• Concierge service quality scores
• Conversion and upselling performance
• Fitness and Spa booking support
• Guest request response and resolution times
• Online guest reviews and reputation scores
• Accuracy of guest information and handovers
• Compliance with SIRO standards and procedures
• Teamwork and cross-departmental collaboration
• Colleague engagement and contribution to SIRO culture

Candidate Profile

• Diploma or degree in Hospitality, Hotel Management, Tourism, Fitness, Wellness, or a related field preferred.
• 2–4 years of experience in Concierge, Guest Relations, Front Office, Spa, Fitness, Wellness, or luxury hospitality.
• Experience in a luxury hotel, lifestyle hotel, premium fitness club, wellness resort, or similar environment is highly desirable.
• Previous experience working across multiple guest-facing functions is an advantage.
• Knowledge or experience in fitness, wellness, recovery, spa, or performance environments is strongly preferred

Skills & Competencies

• Excellent guest service and interpersonal skills.
• Energetic, approachable, confident, and naturally engaging personality.
• Strong verbal and written communication skills.
• Genuine interest in fitness, wellness, recovery, and human performance.
• Ability to confidently explain and promote fitness and wellness services.
• Strong local destination knowledge and concierge skills.
• Excellent organization and attention to detail.
• Ability to multitask and remain calm in a fast-paced environment.
• Strong sales and upselling awareness.
• Good problem-solving and decision-making skills.
• Strong digital literacy and ability to learn hotel and booking systems.
• Professional appearance and confident presence.
• Ability to work collaboratively across multiple departments.
• English proficiency required; additional languages are an advantage.

Ideal Candidate Profile

• The ideal SIRO Concierge is not simply a traditional hotel concierge. They are a highly engaged Guest Experience & Wellness Ambassador who can comfortably move between the lobby, fitness floor, and recovery area.
• They should be able to greet a guest arriving at the hotel, recommend a local restaurant, explain tomorrow's performance class, arrange a recovery session, coordinate a treamtement appointment, and follow up afterward, creating one seamless guest journey rather than separate departmental experiences.

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.