Guest Relations & Concierge Manager
Core
Lead and develop a distributed team of Concierge and VIP Relations experts to deliver personalized, high-touch service and drive revenue for High Value guests and VIP members across Europe and the US.
Role type
Senior Guest Relations & Concierge Manager (People Leader)
Builds
A premium, low-contact travel experience for private aviation guests
Domain
Luxury Aviation / Private Travel
Required skills
Luxury hospitality management, team leadership (15+ people), CRM platforms, distributed team management, performance reviews, hiring, service recovery, revenue generation, KPI tracking, stakeholder partnership
Preferred skills
Customer Success management, Salesforce experience
Technologies
Darwin, Salesforce, Sabre, CRM platforms, help desk systems
Responsibilities
Translate experience strategy into day-to-day practice, lead and coach Concierge/VIP teams, work alongside team during surges, maintain the Concierge Playbook, partner with Operations/Product on guest issues, oversee VIP membership operations and loyalty analytics, drive team revenue contribution, manage team KPIs and hiring, set delegated authority frameworks, resolve escalations.
Seniority
Senior, hands-on IC with people leadership