Guest Experience Operations Lead

Miral Experiences; Abu Dhabi; On-site; AED 90,000 - 120,000; Full time

Job summary

Miral Experiences is seeking a Concierge Assistant Manager to lead a team of Concierge Agents, Specialists and Executives. You will translate daily plans into shift delivery across voice and digital channels, ensuring coverage and high service levels.

Reporting to the Operations Manager, you will guide performance, handle escalations beyond authority, work with Workforce Management and Quality teams, and drive improvements to guest experiences across channels.

Qualifications

• Bachelor degree or equivalent professional experience in business/admin or hospitality.
• 2–4 years in contact centre or guest operations with supervisory experience.
• Experience with omni-channel service delivery and performance metrics.
• Proficient in CRM and MS Office.

Responsibilities

• Lead day-to-day operation of the assigned team across channels.
• Monitor queue conditions, service levels and workloads; adjust resources.
• Coach and review performance; conduct regular one-to-one meetings.
• Escalate risks and manage guest issues with timely decisions.

Skills

People leadership

Customer service

Operations management

Data interpretation

English proficiency

Education

Bachelor's degree in business administration, hospitality, tourism or related discipline

Tools

CRM systems

MS Office

Contact center software

Job description

Miral Experiences is seeking a Concierge Assistant Manager to lead a team of Concierge Agents, Specialists and Executives. You will translate daily plans into shift delivery across voice and digital channels, ensuring coverage and high service levels.

Reporting to the Operations Manager, you will guide performance, handle escalations beyond authority, work with Workforce Management and Quality teams, and drive improvements to guest experiences across channels.