Concierge Assistant Manager

Job Scope

Operations and Guest Service

• Lead daily team or shift operations, set priorities, allocate work, and ensure appropriate coverage.
• Monitor queues, service levels, response times, abandonment, adherence, workload, and resource movements.
• Conduct shift briefings and handovers and maintain service continuity during peaks, outages, and incidents.
• Ensure guest cases, transactions, follow-ups, and records are accurate and completed within agreed service levels.
• Maintain brand and service standards across voice, email, chat, social media, and other channels.
• Handle complex complaints and high-impact cases, including service-recovery decisions within delegated limits.
• Coordinate with parks, venues, partners, Workforce Management, Quality, Training, Business Process, Digital, and Technical teams.
• Identify recurring guest pain points, service failures, inefficiencies, and operational risks and implement approved improvements.

People and Performance

• Manage Concierge Agents, Specialists, and Executives through expectations, one-to-ones, coaching, feedback, and performance reviews.
• Review quality, guest satisfaction, productivity, adherence, attendance, and commercial results and track improvement actions.
• Address attendance, conduct, capability, and underperformance issues in line with approved procedures.
• Coordinate coaching, refresher training, cross-skilling, and development actions with Quality and Training teams.
• Maintain an inclusive and supportive environment and manage engagement, wellbeing, and colleague concerns.

Controls and Reporting

• Ensure compliance with procedures, knowledge content, scripts, delegated authorities, data privacy, payment security, and guest-information requirements.
• Review interactions and case records and convert quality findings into focused coaching and corrective action.
• Ensure mandatory briefings, training, audits, process changes, and incident actions are completed and understood.
• Provide timely updates on service delivery, performance, escalations, attendance, incidents, risks, and colleague feedback.
• Support new services, campaigns, systems, and process changes through briefings, testing, feedback, and post-launch follow-up.
• Act as duty lead or cover for the Operations Manager when formally assigned.

Job Essential

• Bachelor’s degree in business administration, hospitality, tourism, or a related discipline, or equivalent relevant professional experience.
• Two to four years of contact-centre, customer-service, hospitality, or guest-operations experience, including at least one year supervising people and performance.
• Experience managing service delivery, performance, and escalations in an omni-channel environment.
• Understanding of contact-centre metrics including service level, response time, abandonment, adherence, productivity, quality, and guest satisfaction.
• Strong people leadership, coaching, feedback, attendance management, performance management, recognition, and engagement skills.
• Sound judgement handling complex complaints, sensitive guest situations, and operational incidents.
• Ability to interpret real-time and historical data and turn insights into operational actions.
• Working knowledge of contact-centre, CRM, and workforce-management systems and Microsoft Office.
• Clear written and spoken English and effective communication with guests, colleagues, and stakeholders.
• Ability to prioritize and make timely decisions during peak demand or service disruption.
• Flexibility to work rotating shifts, weekends, and public holidays.

About Us