Concierge Assistant Manager

About the role

The Concierge Assistant Manager leads a team of Concierge Agents, Specialists and Executives, ensuring seamless delivery of guest services across voice and digital channels. Reporting to the Operations Manager, the role translates daily operational plans into effective shift execution while maintaining high service standards.

Key responsibilities

• Lead day‑to‑day operations of the assigned shift, set priorities, allocate work and ensure coverage across all supported channels.
• Monitor real‑time queue conditions, service levels, response times and adherence; take corrective actions and coordinate with Workforce Management.
• Conduct shift briefings and handovers to communicate updates, performance priorities and outstanding actions.
• Maintain service continuity during peaks, system outages or incidents by applying contingency measures and escalating risks.
• Ensure guest cases, transactions and follow‑ups are accurate, complete and handled within agreed service levels.
• Uphold brand and service standards across voice, email, chat, social media and other contact points.
• Guide Specialists in complaint handling and take ownership of complex or high‑impact cases, making service‑recovery decisions within delegated limits.
• Coordinate with parks, venues, partners and internal support teams to secure timely resolutions and close‑loop communication.
• Track escalations through to closure, documenting actions and providing visibility to management.
• Identify recurring guest pain points and recommend corrective actions to improve overall service performance.

Required profile

• Proven experience in first‑line operations and people management within a contact‑center or guest‑service environment.
• Strong ability to translate operational plans into effective shift delivery.
• Excellent decision‑making skills, especially when handling escalations and service‑recovery situations.
• Effective communicator capable of leading briefings, handovers and cross‑functional collaboration.
• Analytical mindset to monitor performance metrics and identify improvement opportunities.

Required skills