Concierge Assistant Manager

About the role

The Concierge Assistant Manager leads a team of Concierge Agents, Specialists and Executives, ensuring seamless guest experiences across voice and digital channels. Reporting to the Operations Manager, the role translates daily operational plans into effective shift delivery while managing performance and escalations.

Key responsibilities

• Lead day‑to‑day operations of the assigned shift, set priorities, allocate work and maintain coverage across all contact 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 channels.
• Guide Specialists in complaint handling and take ownership of complex or high‑impact cases within delegated limits.
• Coordinate with parks, venues, partners and internal support teams to secure timely resolutions.

Required profile

• Minimum 24 months of experience in contact‑centre operations or hospitality guest services.
• Proven ability to manage a team, coach staff and drive performance improvements.
• Strong decision‑making skills for handling escalations and service‑recovery actions.
• Experience working with workforce‑management systems and quality assurance processes.

Required skills

• Microsoft Office Applications
• Contact centre operations
• Performance management
• Coaching
• Service delivery performance
• Workforce‑management systems