BuyerForesight Events Concierge (BEC)

Job Description

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

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