Team Leader - Concierge ( international process )

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

Anjali Maurya

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