{"id":2562222,"url":"https://alion.io/job/miral-concierge-assistant-manager","title":"Concierge Assistant Manager","company":{"id":72234,"name":"Miral","domain":"miral.ae","url":"https://alion.io/company/miral","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":97,"open_postings":3,"ghost_share":0,"stale_share":0.333,"repost_share":0,"time_to_fill_p50_days":6,"computed_at":"2026-10-26T05:57:25Z"}},"role":"Hospitality","role_family":"Hospitality","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Abu Dhabi, United Arab Emirates"],"countries":["AE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":14000,"max_usd":24000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1504},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-09-02T07:43:58Z","employer_posted_date":"2026-09-02","last_verified_at":"2026-10-26T09:37:10Z","board_verified":true,"closed_at":null,"days_open":54,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":54},"description":"Job Scope\nThe 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.\nThe 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.\nJob Responsibilities\nLead 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.\nMonitor 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.\nConduct effective shift briefings and handovers so that operational updates, guest-impacting issues, performance priorities and outstanding actions are understood and followed through.\nMaintain service continuity during peaks, system outages and operational incidents by implementing approved contingency measures and promptly escalating material risks to the Operations Manager.\nEnsure guest cases, transactions, follow-ups and operational records are complete, accurate and handled within agreed service levels and procedures.\nEnsure consistent delivery of brand and service standards across voice, email, chat, social media and other supported contact channels.\nGuide 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.\nCoordinate with parks, venues, partners and internal support teams to secure timely resolutions and maintain clear, closed-loop communication with the guest.\nMonitor open escalations through to closure, ensuring appropriate documentation, follow-up and management visibility for significant cases.\nIdentify recurring guest pain points and service failures and recommend practical corrective actions to the Operations Manager.\nDirectly manage Concierge Agents, Specialists and Executives through clear expectations, regular one-to-one meetings, timely coaching, documented feedback and fair performance reviews.\nReview individual and team performance across applicable measures, including quality, guest satisfaction, productivity, adherence, attendance and commercial results, and track agreed improvement actions.\nAddress attendance, conduct, capability and underperformance promptly in line with approved procedures, escalating formal action to the Operations Manager and Human Resources when required.\nRecognize strong performance, maintain an inclusive and supportive team environment, and actively manage engagement, wellbeing and day-to-day colleague concerns.\nCoordinate coaching, refresher training, cross-skilling and development actions with Quality and Training teams to close capability gaps and build team resilience.\nEnsure the team follows approved procedures, knowledge content, scripts, delegated authorities and requirements relating to data privacy, payment security and guest information.\nReview interactions and case records as part of routine operational oversight and work with Quality to translate evaluation findings into focused coaching and corrective action.\nEnsure mandatory briefings, training and actions arising from audits, process changes or incidents are completed and understood by the team.\nIdentify and promptly report control failures, policy breaches, technology issues and other operational risks, preserving accurate records and supporting investigation and resolution.\nReview daily and weekly performance information, provide clear commentary on results and risks, and maintain action plans for areas requiring improvement.\nProvide the Operations Manager with accurate and timely updates on service delivery, team performance, escalations, attendance, incidents, and colleague feedback.\nWork closely with Workforce Management, Quality, Training, Business Process, Digital and Technical support teams to resolve operational barriers and deliver agreed actions.\nSupport the operational readiness and implementation of new services, campaigns, systems and process changes through team briefings, testing, feedback, and post-launch follow-up.\nUse frontline insight and performance trends to identify inefficiencies and recurring issues, implement approved improvements, and measure whether the intended result is achieved.\nAct as duty lead or provide cover for the Operations Manager when formally assigned, operating within documented delegated authority.\nJob Essential\nBachelor's degree in business administration, hospitality, tourism or a related discipline, or equivalent relevant professional experience.\n2 - 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.\nDemonstrated 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.\nStrong people-leadership capability, including coaching, feedback, attendance and performance management, recognition and team engagement.\nSound judgement and confidence when handling complex complaints, sensitive guest situations and operational incidents.\nAbility to interpret real-time and historical data, identify underlying causes and convert insight into clear operational actions.\nWorking knowledge of contact centre, CRM and workforce-management systems, with proficiency in Microsoft Office applications.\nClear written and spoken English, strong listening skills and the ability to communicate effectively with colleagues, guests and stakeholders at different levels.\nAbility to prioritize and make calm, timely decisions in a fast-paced operation, including during peak demand or service disruption.\nFlexibility to work rotating shifts, weekends and public holidays in line with operational requirements environment.","description_format":"text","description_chars":6763,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Property Development","Theme Parks & Attractions","Venues"],"lifecycle":[{"event":"open","at":"2026-10-14T21:06:16Z"}],"visa":[],"liveness":{"score":3,"band":"cold","label":"Long shot","p_open":1,"p_active":0.099,"p_room":0.28,"age_days":53,"expected_fill_days":6,"reasons":["conf:10","win:tail","crowd:junior"],"computed_at":"2026-10-26T05:57:25Z"},"pay":null,"html_url":"https://alion.io/job/miral-concierge-assistant-manager","json_url":"https://alion.io/job/miral-concierge-assistant-manager.json","meta":{"generated_at":"2026-10-26T12:50:23Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":17700,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":72234},"rest":"https://alion.io/mcp/rest/get_company?id=72234"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmiral-concierge-assistant-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmiral-concierge-assistant-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmiral-concierge-assistant-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/miral-concierge-assistant-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmiral-concierge-assistant-manager"}]}