This role is open to candidates based in LATAM, Africa, and Eastern Europe. Please note that as this role supports U.S.-based clients, candidates must be available to work during U.S. business hours aligned with the client’s time zone.

Our client is building a world-class luxury travel concierge service designed for high-net-worth members. Their approach centers on precision, calm execution, and exceptional service standards, ensuring every trip is delivered seamlessly behind the scenes. The team operates with a high bar for detail, ownership, and consistency to support flawless member experiences.

Location

Remote | Mexico City only | 9 AM - 5 PM EST

Role Overview

The Luxury Travel Concierge will serve as the operational backbone of the member travel experience, turning Travel Advisor direction into flawlessly executed trips. This is a high-ownership execution role focused on research, documentation, bookings, quality control, and real-time support, delivered with a calm, polished, luxury-standard tone throughout. This role is not responsible for sales or relationship ownership.

Key Responsibilities

• Build and maintain clear, accurate, day-by-day itineraries based on Travel Advisor direction.

  
  

• Translate traveler intent into structured trip plans through strong research and follow-through.

  
  

• Ensure itineraries reflect the latest confirmations, changes, and member feedback.

  
  

• Maintain clean and accurate documentation across internal systems, trip profiles, and notes.

  
  

• Execute bookings for flights, hotels, transportation, dining, and experiences.

  
  

• Track confirmations, vouchers, special requests, and time-sensitive details with precision.

  
  

• Manage changes, cancellations, and updates without disrupting downstream trip components.

  
  

• Ensure alignment across all trip elements, including dates, transfers, and arrival logistics.

  
  

• Communicate proactively with members via WhatsApp and email.

  
  

• Deliver high-touch updates that feel calm, confident, and luxury-focused.

  
  

• Follow up on open items, close loops consistently, and keep members informed end-to-end.

  
  

• Translate vague or urgent messages into clear next steps and action plans.

  
  

• Monitor members traveling currently or within the next 48 hours.

  
  

• Troubleshoot issues such as delays, missed connections, or vendor changes efficiently.

  
  

• Escalate thoughtfully when judgment, decisions, or additional support are required.

  
  

• Maintain service quality and composure under time pressure.

  
  

• Follow SOPs, QA checklists, and internal standards to ensure near-zero-error execution.

  
  

• Take ownership of member-impacting tasks even when responsibility is not explicitly assigned.

  
  

• Ensure clean handoffs across shifts and teammates.

  
  

• Flag edge cases early to prevent future disruptions.

  
  

• Maintain trip profiles, itineraries, and documentation using internal tools.

  
  

• Communicate with members via WhatsApp and internal command center systems.

  
  

• Collaborate with internal teams through messaging and workflow tools.

  
  

• Participate in training on workflows and tools as provided.

  
  

Qualifications

• 2+ years of experience in hospitality, luxury service, concierge, travel operations, or premium customer support.

  
  

• Experience coordinating complex itineraries involving multiple vendors and time zones.

  
  

• Exposure to loyalty programs, award flight searches, or points redemptions is a plus.

  
  

• Strong critical thinking and judgment with the ability to solve complex problems independently.

  
  

• Exceptional attention to detail with a high standard for accuracy.

  
  

• Strong written communication skills that are polished, warm, and professional.

  
  

• High level of organization with the ability to manage multiple trips and tasks simultaneously.

  
  

• Comfort operating in an asynchronous, messaging-first environment.

  
  

• Ability to remain calm under pressure while moving quickly without introducing errors.

  
  

• Strong sense of ownership and accountability for member-impacting work.

  
  

• Genuine interest in travel and global experiences.

  
  

What Success Looks Like

• Members feel consistently supported, informed, and taken care of.

  
  

• Trips run smoothly with minimal last-minute issues.

  
  

• Communication remains timely, calm, and clear—even under pressure.

  
  

• Internal systems accurately reflect the real-world status of every trip.

  
  

• Operational details are consistently executed without being dropped.

  
  

Opportunity

This role plays a critical part in upholding the client’s luxury standard. You’ll ensure that every travel vision designed by Advisors becomes a reality through precise execution and reliable support. It’s an opportunity to work behind the scenes on high-touch experiences while having a direct impact on member satisfaction and trust.

• Fill in the application form

  
  

• Record a video showcasing your skill sets