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.