Guest Experience Operations Lead

Miral Destinations

Abu Dhabi

On-site

AED 240,000 - 360,000

Full time

24 hours ago

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Job summary

Miral Destinations is seeking a Concierge Assistant Manager in Abu Dhabi to lead a team across voice, email, chat and social channels. You will translate daily plans into shift delivery, maintain coverage and service performance, and drive guest satisfaction with timely decision-making.

The role requires a Bachelor's degree in business administration, hospitality, or related fields, with 2–4 years in guest operations and leadership.

Qualifications

Bachelor's degree or equivalent in related field.
2–4 years' experience in contact centre, customer service, hospitality or guest operations, including supervisory role.
Strong people-leadership capability and performance management.
Experience managing omni-channel service delivery and performance metrics.

Responsibilities

Lead day-to-day operation of the assigned team across channels.
Monitor queue conditions, service levels and workload; adjust resources with Workforce Management.
Conduct shift briefings and handovers for clear communication.
Maintain service continuity during peaks and incidents.
Ensure guest cases and records are complete and within service levels.
Guide Specialists in complaint handling and resolve complex cases.
Coordinate with internal teams to secure timely resolutions and clear communication.
Review performance and address underperformance per procedures.