Team Leader - Concierge ( international process )

Redion; Mumbai; On-site; INR 900,000 - 1,800,000; Full time

Job summary

Redion in Mumbai is seeking a proactive and customer-centric Team Leader Concierge to manage a team delivering concierge services to UHNI customers. The role focuses on team performance, coaching, and maintaining service quality aligned with UHNI expectations.

You will lead, motivate, and coach a team of concierge executives, monitor SLAs and KPIs, and provide ongoing feedback to enhance customer experience and resolve complex requests.

Qualifications

• Experience in concierge services, premium customer service, hospitality, or luxury service domain.
• Strong team handling and people management skills.
• Excellent communication and interpersonal skills.
• High attention to detail and ability to manage UHNI-level expectations.
• Strong problem-solving and decision-making abilities.
• Ability to multitask in a fast-paced environment.

Responsibilities

• Lead, motivate, and manage a team of concierge executives handling UHNI customers.
• Allocate work effectively and ensure adherence to service standards.
• Act as a point of escalation for complex customer requests and service issues.
• Monitor individual and team performance against SLAs, KPIs, and quality benchmarks.
• Prepare and share daily/weekly performance reports with management.
• Identify performance gaps and implement corrective action plans.
• Conduct regular coaching sessions, refresher training, and on-the-job mentoring.
• Provide continuous feedback to improve service delivery, communication, and customer experience.

Skills

Team management

Customer service

Communication

Attention to detail

Problem solving

Multitasking

Job description

Job Summary:

1. Proactive and customer-centric Team Leader Concierge to manage a team delivering exceptional concierge services to UHNI customers.
2. Team handling, performance tracking, coaching, and ensuring superior service quality aligned with UHNI expectations.

Key Responsibilities:

1. Team Management -
   1. Lead, motivate, and manage a team of concierge executives handling UHNI customers
   2. Allocate work effectively and ensure adherence to service standards
   3. Act as a point of escalation for complex customer requests and service issues
2. Performance Tracking & Reporting -
   1. Monitor individual and team performance against SLAs, KPIs, and quality benchmarks
   2. Prepare and share daily/weekly performance reports with management
   3. Identify performance gaps and implement corrective action plans
3. Training & Coaching -
   1. Conduct regular coaching sessions, refresher training, and on-the-job mentoring
   2. Provide continuous feedback to improve service delivery, communication, and customer experience

Required Skills & Competencies -

1. Experience in concierge services, premium customer service, hospitality, or luxury service domain
2. Strong team handling and people management skills
3. Excellent communication and interpersonal skills
4. High attention to detail and ability to manage UHNI-level expectations
5. Strong problem-solving and decision-making abilities
6. Ability to multitask in a fast-paced environment