Concierge Manager

About the Role

We are seeking a seasoned and service-driven Concierge Team Manager to lead and support a team of in-house concierge specialist. This role requires a unique blend of leadership, hospitality expertise, operational oversight, and hands-on service delivery to ensure our employees receive consistent, high-quality support across personal, travel, and logistical needs. You’ll be responsible for managing day-to-day concierge operations, coaching the team, and acting as an escalation point for complex or high-priority requests. Your leadership will drive consistency and quality in all services delivered, while maintaining confidentiality across all client interactions

Duties & Responsibilities:

• Lead and manage a concierge team, ensuring consistent, high-quality service delivery across all requests and regions.
• Manage the team’s performance, by providing coaching and training, and foster a high-performance culture.
• Act as the point of escalation for high-priority or complex client requests, solving issues swiftly and professionally.
• Coordinate workflow and task distribution, ensuring all client needs are met promptly and thoroughly.
• Oversee quality assurance to maintain consistency in tone of voice, discretion, and internal standards in service delivery.
• Collaborate with stakeholders to align services with evolving client needs and business goals.
• Ensure the team maintains accurate and comprehensive documentation of services, preferences, and client interactions.Step in to assist with high-level or time-sensitive travel, personal, and business service requests when needed.

Qualifications & Experience:

• 7+ years of experience in hospitality, executive assistance, or luxury concierge roles
• 2+ years of experience managing or mentoring a team
• Fluency in English (spoken and written) is required
• Bachelor’s degree or diploma in Hospitality Management, Tourism, or a related field Core Competencies
• Leadership & Team Development: motivates team members to perform at their best.
• Strategic Thinking: Anticipates client needs and drives service innovation by monitoring service trends and opportunities for improvement.
• Client-Centred Mindset: Ensures all requests are delivered with care, professionalism, and attention to detail.
• Operational Oversight: Skilled in workflow planning, delegation, reporting and service coordination.
• Discretion & Confidentiality: Trusted with sensitive and confidential information and situations.
• Cross-Cultural Understanding: Navigates diverse employee backgrounds with empathy and respect.

Soft Skills

• People-centered Leader: Emotionally intelligent and empathetic leader
• Adaptable: Responds effectively to shifting priorities, remains calm under pressure, and is solution-oriented.
• Efficient and Effective: Highly organized and detail-oriented.
• Excellent Communicator: Able to liaise with anyone from C-level clients to vendors.
  
  Technical & Practical Skills
• Digital Proficiency: Confident using basic office tools (email, calendar etc), as well as CRM systems and vendor platforms.
• Workflow & Task Management: Proficient in planning, assigning, and tracking tasks across a team serving distributed regions.
• Reporting & Documentation: Maintains accurate service records and generates insights
• to improve team performance