- Oversee and manage day-to-day operations of the concierge services team.
- Ensure the delivery of top-tier service to VIP clients, anticipating their needs and exceeding their expectations.
- Develop and implement operational policies and procedures to enhance service quality and efficiency.
- Coordinate with various departments to streamline processes and improve client satisfaction.
- Handle complex client requests and resolve issues promptly and effectively.
- Train, mentor, and supervise concierge staff, fostering a culture of excellence and continuous improvement.
- Monitor and analyze operational performance, implementing strategies for improvement.
- Maintain strong relationships with vendors, partners, and other stakeholders to ensure seamless service delivery.
- Ensure compliance with company policies and standards, as well as legal and regulatory requirements.
Bachelor’s degree in Business Administration, Hospitality Management, or a related field.Customer service background (call center) would be preferable.Proven experience as an Operations Manager or similar role, preferably in a concierge or luxury service environment.Demonstrated experience working with VIP clients, with a deep understanding of their expectations and requirements.Extensive experience in booking outbound international travel (inbound only will not be relevant)Exceptional leadership and organizational skills, with the ability to manage and motivate a team.Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and stakeholders.Strong problem-solving skills and the ability to think on your feet in high-pressure situations.High level of discretion and confidentiality in handling sensitive client information.Proficiency in Microsoft Office and other relevant software applications.Flexibility to work evenings, weekends, and holidays as required is a must.Note: All candidates must be able to communicate fluently (written and vocal) in English.