Concierge Assistant Manager

Job Scope

The Concierge Assistant Manager is the first-line operations and people manager for an assigned team of Concierge Agents, Specialists and Executives. Reporting to the Operations Manager, the role is accountable for translating daily operational plans into effective shift delivery across voice and digital channels, maintaining coverage and service performance, managing individual and team results, and ensuring a consistent guest experience.

The role takes ownership of escalations beyond Specialist authority, provides timely decisions and support within delegated limits, and works closely with Workforce Management, Quality, Training, Business Process and Technical support teams to resolve operational issues and improve results. The Assistant Manager supports the Operations Manager in implementing department strategy, workforce plans, approved policies and change initiatives.

Job Responsibilities

• Lead the day-to-day operation of the assigned team or shift, setting clear priorities, allocating work and ensuring appropriate coverage across supported channels and services.
• Monitor real-time queue conditions, service levels, response times, abandonment, adherence and workload; take timely corrective action and coordinate resource movements with Workforce Management and other operational leaders.
• Conduct effective shift briefings and handovers so that operational updates, guest-impacting issues, performance priorities and outstanding actions are understood and followed through.
• Maintain service continuity during peaks, system outages and operational incidents by implementing approved contingency measures and promptly escalating material risks to the Operations Manager.
• Ensure guest cases, transactions, follow-ups and operational records are complete, accurate and handled within agreed service levels and procedures.
• Ensure consistent delivery of brand and service standards across voice, email, chat, social media and other supported contact channels.
• Guide Specialists in complaint handling and take ownership of complex, sensitive or high-impact cases that exceed Specialist authority, including service-recovery decisions within delegated limits.
• Coordinate with parks, venues, partners and internal support teams to secure timely resolutions and maintain clear, closed-loop communication with the guest.
• Monitor open escalations through to closure, ensuring appropriate documentation, follow-up and management visibility for significant cases.
• Identify recurring guest pain points and service failures and recommend practical corrective actions to the Operations Manager.
• Directly manage Concierge Agents, Specialists and Executives through clear expectations, regular one-to-one meetings, timely coaching, documented feedback and fair performance reviews.
• Review individual and team performance across applicable measures, including quality, guest satisfaction, productivity, adherence, attendance and commercial results, and track agreed improvement actions.
• Address attendance, conduct, capability and underperformance promptly in line with approved procedures, escalating formal action to the Operations Manager and Human Resources when required.
• Recognize strong performance, maintain an inclusive and supportive team environment, and actively manage engagement, wellbeing and day-to-day colleague concerns.
• Coordinate coaching, refresher training, cross-skilling and development actions with Quality and Training teams to close capability gaps and build team resilience.
• Ensure the team follows approved procedures, knowledge content, scripts, delegated authorities and requirements relating to data privacy, payment security and guest information.
• Review interactions and case records as part of routine operational oversight and work with Quality to translate evaluation findings into focused coaching and corrective action.
• Ensure mandatory briefings, training and actions arising from audits, process changes or incidents are completed and understood by the team.
• Identify and promptly report control failures, policy breaches, technology issues and other operational risks, preserving accurate records and supporting investigation and resolution.
• Review daily and weekly performance information, provide clear commentary on results and risks, and maintain action plans for areas requiring improvement.
• Provide the Operations Manager with accurate and timely updates on service delivery, team performance, escalations, attendance, incidents, and colleague feedback.
• Work closely with Workforce Management, Quality, Training, Business Process, Digital and Technical support teams to resolve operational barriers and deliver agreed actions.
• Support the operational readiness and implementation of new services, campaigns, systems and process changes through team briefings, testing, feedback, and post-launch follow-up.
• Use frontline insight and performance trends to identify inefficiencies and recurring issues, implement approved improvements, and measure whether the intended result is achieved.
• Act as duty lead or provide cover for the Operations Manager when formally assigned, operating within documented delegated authority.

Job Essential

• Bachelor's degree in business administration, hospitality, tourism or a related discipline, or equivalent relevant professional experience.
• 2 – 4 years' experience in contact centre, customer service, hospitality or guest operations, including at least one year in a formal team-leader or supervisory role with responsibility for people and performance.
• Demonstrated experience managing service delivery, performance and escalations in an omni-channel e Practical understanding of contact centre operations and performance measures, including service level, response time, abandonment, adherence, productivity, quality and guest satisfaction.
• Strong people-leadership capability, including coaching, feedback, attendance and performance management, recognition and team engagement.
• Sound judgement and confidence when handling complex complaints, sensitive guest situations and operational incidents.
• Ability to interpret real-time and historical data, identify underlying causes and convert insight into clear operational actions.
• Working knowledge of contact centre, CRM and workforce-management systems, with proficiency in Microsoft Office applications.
• Clear written and spoken English, strong listening skills and the ability to communicate effectively with colleagues, guests and stakeholders at different levels.
• Ability to prioritize and make calm, timely decisions in a fast-paced operation, including during peak demand or service disruption.
• Flexibility to work rotating shifts, weekends and public holidays in line with operational requirements environment.