Summary
Full-Time Position – Kolkata, Bengaluru
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. BEC sub divisions are –
- Concierge Hub
a) R&D
b) Event Planning - Concierge FinOps
- Concierge Travel & Admin
Key Duties and Responsibilities: (other duties maybe assigned)
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 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
Reach out to us
View all open positions here.
Why you should work with us
- We’re agile and flexible as long as the deliverables are met
- We’re a young, vibrant and energetic team with different cultures being part of our family
- Your growth could be accelerated if you’re able to showcase your skills and knowledge
- We pay higher than industry standards for most of our roles
- We work out of a co-working space where you get to meet and interact with other businesses to improve business knowledge
- We have Fun Friday sessions at work to mix play with work
- Our training sessions are more practical than classroom which makes you learn and implement while actually delivering value
- Because you’re smart and can make an informed decision
About BuyerForesight ™:
We’re a marketing services company focused on delivering high-value B2B sales conversations for Technology solutions vendors with low-pressure, high-converting small-group thought leadership events. Our events create a powerful sales funnel that accelerates sales cycles while creating awareness and differentiation for our customers.
Started in 2014, BuyerForesight has delivered over $1 billion in sales pipeline for tech companies selling to nearly every industry that buys software and technology. We have 100+ team members spread across 2 locations (Kolkata & Bangalore) in India, 1 (Duluth, MN) in the US, 1 in Singapore, 1 in the Netherlands, and 1 in the Philippines. We are a fully bootstrapped company founded by 3 serial entrepreneurs.