Concierge Assistant Manager

Role overview

Operational responsibilities

• Lead daily team or shift operations, set priorities, allocate work, and maintain coverage across supported channels.
• Monitor queues, service levels, response times, abandonment, adherence, workload, and resource movements.
• Conduct briefings and handovers and maintain continuity during peaks, outages, and operational incidents.
• Ensure guest cases, transactions, follow-ups, and operational records are complete and within agreed procedures.
• Maintain brand and service standards across voice, email, chat, social media, and other channels.
• Manage complex complaints and escalations, coordinate resolutions, and maintain closed-loop communication with guests.
• Identify recurring guest pain points and service failures and recommend corrective actions.

People leadership

• Set expectations and manage Concierge Agents, Specialists, and Executives through one-to-one meetings, coaching, feedback, and reviews.
• Address attendance, conduct, capability, and underperformance issues in line with approved procedures.
• Recognize performance and maintain an inclusive, supportive environment focused on engagement and wellbeing.
• Coordinate coaching, refresher training, cross-skilling, and development actions with Quality and Training teams.

Controls and improvement

• Ensure compliance with procedures, knowledge content, scripts, delegated authorities, data privacy, payment security, and guest-information requirements.
• Review interactions and case records, translate quality findings into coaching, and ensure mandatory training and audit actions are completed.
• Report control failures, policy breaches, technology issues, operational risks, service results, incidents, and colleague feedback.
• Support readiness for new services, campaigns, systems, and process changes through briefings, testing, feedback, and follow-up.
• Use performance trends and frontline insight to identify inefficiencies, implement approved improvements, and measure results.
• Act as duty lead or cover for the Operations Manager when formally assigned.

Essential qualifications

• Bachelor's degree in business administration, hospitality, tourism, or a related discipline, or equivalent relevant professional experience.
• Have 2–4 years of contact center, customer service, hospitality, or guest operations experience, including at least one year in a formal supervisory role.
• Demonstrate experience managing omnichannel service delivery, performance, and escalations.
• Understand service level, response time, abandonment, adherence, productivity, quality, and guest-satisfaction measures.
• Demonstrate people leadership, coaching, performance management, judgment, and complaint-handling capability.
• Interpret operational data and convert findings into clear actions.
• Use contact-center, CRM, workforce-management, and Microsoft Office systems.
• Communicate clearly in written and spoken English and make timely decisions in a fast-paced operation.
• Work rotating shifts, weekends, and public holidays as required.

About Miral Destinations