Event Concierge Operations Manager

About the role: We are looking for a Concierge Hub Operations Manager who will be a part of the BuyerForesight Events Concierge (BEC) Team managing two broad areas of R&D and event planning within the Concierge Hub sub-division. BEC plays a crucial role in delivering exceptional experiences and enhancing the overall satisfaction of BuyerForesight clients and participants at every event program hosted by BuyerForesight. As a Concierge Operations Manager, you will play a pivotal role in ensuring the efficient and effective operation of the concierge department.

By overseeing quality standards, anticipating and addressing potential issues, managing team performance, and fostering partnerships, you will contribute to the overall success and profitability of the company.

He/She will have previous experience working in a concierge/event experience or hospitality management role. Given the evolving nature of our business, we rely on our associates for flexibility and foresight while maintaining confidences related to high-level processes and operations.

Responsibilities

The primary responsibility is to ensure the smooth functioning of all subdivisions within the concierge department. This involves maintaining quality standards, identifying potential issues early on, implementing contingency plans, monitoring team performance, managing activities, while overseeing profit and loss, and fostering relationships with vendors and partners.

1. Quality Assurance

• Conduct regular quality assessments across all segments of the concierge function and ensuring accuracy and recency of the information
• Develop and maintain quality standards and protocols as per the defined SLA
• Provide feedback and training to team members
• Collaborate with stakeholders to implement improvements

2. Team Management

• Monitor and analyze key performance indicators (KPIs) related to concierge activities
• Identify trends and patterns in activity data that signal opportunities for efficiency improvements and develop strategies accordingly
• Implement those strategies to streamline processes and maximize productivity
• Conduct performance reviews and provide constructive feedback for professional development
• Proactively monitor operations to identify and address potential issues
• Analyze performance metrics, customer feedback, and market trends to anticipate risks

3. Escalation Management

• Develop strategies and protocols to mitigate risks and ensure uninterrupted service
• Act as the first point of contact for resolving escalated issues and complaints
• Implement measures to prevent recurring issues and improve customer satisfaction

You should have -

1. 8-10 years of experience in Concierge services, hospitality management, event management or travel/event operations.
2. Ability to work with a global requirement in multiple time zones with a multi-cultural team and a high-pressure environment.
3. Google Workspace/Drive, Zoom Conference & Microsoft office proficiency
4. Have an analytical mind and form insights based on every data point gathered
5. Managed minimum 5 people