Concierge Assistant Manager (Community Management)

Job Description

This role may be required to will support various concierge functions, such as Yas Concierge, Saadiyat Concierge, B2B, and other concierge services.

The Assistant Manager ensures team performance through people-centric, empathy-driven leadership, balancing business requirements with employee needs. The role is key to fostering an exceptional colleague experience, which, in turn, ensures an outstanding guest experience.

• Ensure the execution of exceptional and consistent guest experience by managing daily operational performance.
• Lead of a team of concierge agents, specialists, and/or executives by monitoring guest interactions in omni-channel environment (phone, social media channels, email, chat, face-to-face), ensuring consistent, high-quality service regardless of the platform or client type.
• Assist senior management in achieving goals by optimizing team performance and ensuring seamless operational delivery.
• Be a point of escalation and support for guest complaints or issues.
• Offer real-time and quick support of team where knowledge is lacking.
• Devise and execute plans to continuously improve team knowledge and skill development.

• Develop and maintain a people-centric leadership approach, utilizing empathy and coaching to drive individual and team performance while balancing business objectives.
• Ensure that the team's experience and work environment is positive, supportive, and aligned with company culture, understanding that exceptional colleague experience leads to exceptional guest experiences.
• Regularly engage direct reports to understand motivations, potential and growth areas.
• Address performance challenges through coaching, feedback
• Conduct timely escalation to management when a formal performance discussion is required.
• Document individual direct report growth plans and support plan execution by coordinating training, coaching, mentoring, and cross-skill opportunities.

• Provide regular performance reports to leadership, identifying trends, successes, and areas for improvement, while escalating issues related to conduct or performance as required.
• Ensure departmental policies, procedures, and performance standards are up to date.
• Conduct and update call campaigns using CRM tools.
• Report colleague experience feedback to management.

• Certification in Contact Centre management (COPC).
• +2 years in customer service either in travel, tourism, hotel management, contact centers, or guest relations.
• Experience in omni-channel customer service environments (e.g., phone, email, chat, and in-person).
• Exceptional communication and leadership skills with a focus on empathy and coaching.
• Ability to manage multiple priorities and balance team needs with business objectives.
• Strong analytical and reporting skills to identify performance trends and provide actionable insights.
• Experience in guest service, customer satisfaction, and team development.
• Proficiency in Microsoft Word, Excel and Outlook.
• Demonstration of Leadership behaviors.
• Good Communication and Listening Skills.
• Excellent empathy, problem solving abilities, decision making, and aptitude to understand and explain technical information.
• Advanced written and verbal English skills, in addition to at least one language Arabic, Mandarin, French, German or Russian.

• Bachelor's degree
• Leadership certification.
• CX certification.
• Business Improvement Certification(s), i.e. Lean, Design Thinking, Kaizen, Six Sigma
• Project Management certification.
• Knowledge Retention
• Attention to Details