Guest Relations & Concierge Manager
Core
Lead a distributed team of 15 Concierge and VIP Relations professionals to deliver 24/7 exceptional guest experiences, manage VIP relationships, and drive commercial growth in luxury travel.
Role type
Senior leadership manager (luxury hospitality/concierge)
Builds
Luxury travel services, VIP experiences, and premium travel packages
Domain
Luxury hospitality and travel
Required skills
Luxury hospitality leadership, distributed team management, VIP relationship management, service recovery, commercial sales mindset, CRM proficiency, performance management, recruitment, operational disruption handling
Preferred skills
Salesforce experience, Darwin platform expertise, Sabre system knowledge
Technologies
Salesforce, Darwin, Sabre
Responsibilities
Translate guest experience strategy into daily operations, coach and develop a team of 15, maintain the Concierge Playbook, oversee VIP portfolio management, drive commercial revenue opportunities, manage distributed workforce scheduling, handle operational disruptions (IROPS), act as final escalation point, track team KPIs and commissions, own department recruitment and headcount.
Seniority
Senior, hands-on IC leader