CoCO Agent

CoCO is The Golden Tree’s white-label concierge service for hotel partners. Working as an extension of their concierge teams, you handle requests requiring additional time, specialist knowledge or coordination beyond the hotel’s immediate resources.

Your work follows the service standards and communication arrangements of each property. You may communicate directly with guests or work through the hotel’s designated contact, ensuring that everyone involved has accurate information and knows who is responsible for the next action.

Assignments can include complex dining arrangements, transport changes, cultural programmes, personal shopping, special occasions and itineraries involving several providers. You establish what the guest needs, verify what can be delivered and coordinate the details through completion. When circumstances change, you develop workable alternatives and communicate their implications promptly.

CoCO forms an entry route into The Golden Tree’s private concierge spectrum. Its remit is hotel concierge support; appointment does not confer the responsibilities or authority of a Special Concierge or Special Concierge Envoy.

Entry follows a staged development programme beginning within CCD operations. Independent responsibility increases as the required quality scores are achieved.

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You must be able to understand an incomplete request quickly, identify the questions that matter and turn the answers into a practical plan. This includes establishing timing, budget, preferences, accessibility requirements and any dependencies before making commitments.

Your responsibilities include:

• Managing several active requests simultaneously, prioritising by urgency, complexity and the consequences of delay.
• Researching and verifying suitable venues, suppliers and services, including availability, suitability, pricing and cancellation conditions.
• Coordinating reservations, transport, appointments and itineraries across different providers and time zones.
• Securing the necessary guest or hotel approvals before committing expenditure or changing confirmed arrangements.
• Maintaining accurate records of instructions, payments, confirmations, outstanding actions and supplier commitments.
• Responding to complaints and service failures calmly, establishing the facts and arranging a proportionate resolution within your authority.
• Escalating matters requiring additional authority or specialist involvement with a concise account of the situation, actions already taken and decisions required.
• Preparing complete handovers so another colleague can continue a request without making the guest repeat information.

Strong working knowledge of Vienna is essential, including its hotels, dining, cultural institutions, shopping districts and transport connections. You must also know how to assess an unfamiliar destination efficiently.

Professional judgement is central to the role. Recommendations must reflect the guest’s requirements, commitments must be supported by confirmation, and sensitive information must be handled discreetly. Speed is expected alongside careful verification of names, dates, locations, charges and booking conditions.

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Candidates must demonstrate exceptional communication, sound judgement and the ability to organise demanding work with limited supervision. You should be comfortable speaking with guests, hotel management and external providers, adapting your tone while remaining precise about responsibilities and commitments.

The language requirements are:

• English at CEFR C2, with exceptional professional fluency, including nuanced correspondence, negotiation and difficult conversations.
• German at a minimum of B2.
• At least one of Korean, French, Russian, Mandarin Chinese, Japanese or Arabic at a minimum of C1.
• One further, distinct language at a minimum of C1.
• One additional, distinct language at a minimum of B2.

These requirements cover both spoken communication and the written work relevant to the position.

Technical competence must include confident use of Microsoft Office, shared calendars, spreadsheets, reservation systems, CRM platforms and case-management software. You must be able to maintain clear records while handling telephone, email and messaging enquiries concurrently.

Working familiarity with hotel property-management systems, digital payment workflows, Slack or comparable collaboration tools, and VoIP telephony is expected. An operational understanding of APIs, webhooks and system integrations is also required: you should recognise failed updates, distinguish a booking failure from a communication failure, and provide useful information when escalating a technical issue.

You must be able to research quickly, assess source reliability and verify availability directly. Information produced by automated or AI tools must be checked before it informs a guest commitment.

Other essential capabilities include practical numeracy, supplier negotiation, cultural awareness, persuasive writing, careful listening and composure during disruption. You should recognise when further independent action is useful and when an immediate escalation will produce a better outcome.

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The position is based in Vienna and carries The Golden Tree’s internal classification CE/I6-8. Applications are open to external candidates and existing employees.

The development route begins with an eight-month internship within the nested assistant structure supporting the 2nd-Level CCD operation. Working under the assigned assistant, you develop competence in written enquiries, case documentation, internal coordination and escalation. Remuneration during this stage is €2,280 per month.

On achieving the required quality score, you progress to Assistant to the CoCO Agent for a further 24 months. Remuneration during this stage is €2,640 net per month. Responsibilities develop through supervised concierge assignments, supplier coordination and increasingly complex guest requests.

A further assessment and development period of four to twelve months follows, with its duration determined by quality results. On successful completion and appointment as a CoCO Agent, the base salary is €4,600 gross per month.

Remuneration is paid in 14 instalments per year. Progression depends on achieving the required standards at each stage. Relevant measures include case accuracy, communication quality, judgement, documentation, reliability and the handling of escalations.

The standard working arrangement is approximately 40 hours per week. Reduced hours or additional hours may be agreed according to operational requirements. The rota includes shifts starting from four hours, with longer duties organised within applicable working-time and rest requirements.

Candidates should be prepared for a sustained development period. Independent CoCO responsibility follows demonstrated performance across both CCD and concierge work.

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