Concierge Manager – Luxury Travel Leadership

Role Overview

• Manage 3–4 Team Leads across all concierge functions.
• Provide daily coaching, feedback, and support to develop their judgment and leadership.
• Build a culture where ownership, precision, and empathy are balanced with speed and quality.
• Conduct regular reviews to support team member growth and performance.
• Direct all client-facing operations during your shift with real-time decision-making.
• Allocate resources, manage escalations, and resolve complex issues with calm confidence.
• Ensure seamless handovers between shifts—nothing falls through the cracks.
• Maintain 95%+ SLA adherence and 98%+ data accuracy through effective systems and team management.
• Own the end-to-end client journey for your shift—every request, quote, booking, and follow-up.
• Personally handle VIP clients and high-complexity situations requiring senior judgment.
• Ensure clients receive timely updates, proactive solutions, and service exceeding expectations.
• Turn service recovery moments into opportunities that strengthen client relationships.
• Submit at least two documented process improvements per month that increase efficiency or quality.
• Spot patterns in client feedback, system inefficiencies, and team performance—and solve them systematically.
• Partner with Process Management and other teams to streamline workflows.
• Use data to make decisions, validate improvements, and track impact.
• Work closely with Product, Operations, and Leadership to implement new systems and scale consistency across shifts.
• Represent the voice of both clients and your team in strategic discussions.
• Contribute insights that shape how we grow globally while maintaining service quality.

Requirements

• 4+ years in luxury travel, hospitality, or high-touch service operations (apply even if you don’t have all the experience but are confident in your skillset).
• 2+ years in a leadership or management role—you’ve coached teams, not just managed tasks.
• Strong GDS proficiency (Sabre preferred)—comfortable with fare rules, complex routing, and ticketing.
• Data-driven approach—you use metrics to spot trends and improve performance.
• Excellent written and verbal communication—you can coach with clarity and write polished client messages.
• Calm under pressure—when everything hits at once, you’re the steady presence.

Benefits

• Predictable scheduling—you’ll know your shift in advance.
• Proper handovers—the next manager gets everything they need.
• Global team—talented colleagues across continents.
• Merit-based performance incentives.