Concierge Lead, Guest Services

About the Role

We're looking for a Concierge Lead to guide a team delivering high-touch, personalized service to guests of a global travel and hospitality platform. You'll coach and support concierge agents and handle the most complex guest requests. You'll also help raise the bar for quality and consistency across every interaction, making sure guests feel cared for from booking through checkout.

Key Responsibilities

• Lead, coach, and support a team of concierge agents in daily operations
• Handle escalated and complex guest requests with care and sound judgment
• Monitor service quality and provide regular feedback to team members
• Manage team scheduling and coverage to meet guest demand
• Identify recurring guest issues and recommend process improvements
• Partner with cross-functional teams to resolve issues and improve the guest experience

Qualifications

Required

• 3+ years of experience in concierge, guest services, or customer experience roles
• 1+ year of experience leading or coaching a team
• Exceptional written and verbal communication skills
• Calm, solution-oriented approach to high-pressure situations
• Comfort working across multiple support tools and channels, including phone, chat, and email

Preferred

• Background in luxury hospitality, hotels, or premium travel services
• Experience with quality assurance programs and service metrics
• Multilingual skills

Key Details

• Start Date: Flexible
• Duration: Long-term contract (length to be confirmed)
• Location: Remote (within the U.S.)
• Work Schedule: Full-time, 40 hours/week (shift schedule to be confirmed)
• Pay Rate: $65-$75/hour
• Employment Type: W-2 (no C2C or 1099)
• Work Authorization: Must be authorized to work in the U.S. without sponsorship.
• Engagement: Contract role through Maleda Tech.