Job Overview
The Head of Concierge is a dynamic leadership role responsible for overseeing customer service operations, ensuring world-class service delivery across omnichannel engagement platforms for both internal and external clients. This role is pivotal in driving exceptional guest experiences, optimizing operational efficiency, and contributing to revenue growth. The ideal candidate will be a strategic leader with a deep understanding of customer service excellence, workforce optimization, and digital engagement strategies.
Job Scope
Leadership and Team Management
Oversee overall team performance and ensure adherence to KPIs.
Provide coaching, feedback, and professional development opportunities consistently.
Lead by example with emotional intelligence, empathy, balance, and strong decision-making skills.
Execute plans to continuously improve Concierge operations, focusing on enhancing people, processes, technology, and data capabilities.
Ensure alignment of operations with the strategic objectives of destination partners, internal and external clients
Conduct monthly skip level one-on-one meetings to address successes, development areas, and goals with the whole team.
Handle escalated complaints and ensure timely resolution.
Be responsible for the operational success of the department, addressing risks and obstacles as needed.
Paying attention to details when it comes to clients & understand urgency of project delivery.
Customer Experience Management
Drive performance across key customer experience KPIs, with a primary focus on achieving high Customer Satisfaction Scores (CSAT).
Oversee the design and delivery of seamless day-to-day operations that meet or exceed customer expectations across all engagement channels.
Lead a proactive complaint management process, including a robust close-the-loop mechanism, to ensure continuous improvement in resolving customer concerns and reducing complaint drivers year-on-year.
Ensure exceptional customer experience measures by a CSAT and quality audits across multiple channels including but not limited to calls, chats, emails, and social media platform.
Ensure timely, accurate, and empathetic responses to customer queries and comments on social channels
Revenue Generation
Deliver revenue targets through ticket sales, VIP packages, and additional experience products offered by internal and external clients.
Collaborate with marketing and sales teams to develop and launch customer service initiatives that maximize revenue potential.
Reporting and Analytics