Concierge Assistant Manager

Miral Group
United Arab Emirates
Full timeFunction: Administration & Executive AssistanceExperience: 2-4 yearsEducation: bachelorsSkills: ["People leadership","Coaching","Judgement","Communication","Prioritization"]

Lead the day-to-day operations and people management for a team of concierge agents across voice and digital channels. Translate daily operational plans into effective shift delivery, monitor real-time service performance, handle escalations, and ensure consistent guest experience. Coordinate with workforce management, quality, training, business process, and technical support to resolve operational issues, close escalations, improve service standards, and drive coaching, performance, and corrective actions.

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FursaFursa
Miral Group
Miral Group
4 days ago

Concierge Assistant Manager

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Last checked: 3 hours agoStatus: Live

Job Summary

Lead the day-to-day operations and people management for a team of concierge agents across voice and digital channels. Translate daily operational plans into effective shift delivery, monitor real-time service performance, handle escalations, and ensure consistent guest experience. Coordinate with workforce management, quality, training, business process, and technical support to resolve operational issues, close escalations, improve service standards, and drive coaching, performance, and corrective actions.
Location: United Arab Emirates
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Run day-to-day operations for the assigned team/shift by setting priorities, allocating work, and ensuring coverage across supported channels and services.
  • •Monitor real-time queues and performance (service levels, response times, abandonment, adherence, productivity) and take corrective action with Workforce Management.
  • •Conduct shift briefings and handovers, ensure service continuity during peaks/incidents/outages, and promptly escalate material risks to the Operations Manager.
  • •Guide specialists on complaint handling and take ownership of complex, sensitive, or high-impact guest cases beyond delegated authority, ensuring timely closure and documentation.
  • •Directly manage concierge agents and specialists through coaching, one-to-ones, feedback, performance reviews, attendance and underperformance actions, and coordination with Quality/Training to close capability gaps.

Key Requirements

  • •Bachelor's degree in business administration, hospitality, tourism, or related discipline, or equivalent relevant experience.
  • •2–4 years' experience in contact centre, customer service, hospitality, or guest operations, including at least one year in a team-leader/supervisory role with people and performance responsibility.
  • •Experience managing service delivery, performance, and escalations in an omni-channel environment.
  • •Strong people-leadership skills, including coaching, feedback, attendance and performance management, recognition, and team engagement.
  • •Ability to interpret real-time and historical data and convert insight into clear operational actions.
Experience:2-4 yearsContact centreHospitalityGuest operations
Education:Bachelor's in business administration, hospitality, tourism
Skills:People leadershipCoachingJudgementCommunicationPrioritization
Languages:English
Tech Stack:Microsoft OfficeCRMWorkforce-management systems

Company Brief

Miral Group
Develops and operates destination attractions and leisure experiences in Abu Dhabi, including theme parks, entertainment venues, hotels, and real estate on Yas Island and other major tourism projects.
Industry: Theme Parks & Attractions
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Government Funded
Headquarters: Abu Dhabi, United Arab Emirates
Founded: 2010
WebsiteLinkedIn