Guest Relations & Concierge Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, motivate, and cultivate the Concierge and VIP Relations teams throughout Europe and the United States.

• Convert the Director's Experience strategy into uniform daily service delivery across various shifts and time zones.

• Oversee coaching, onboarding, training, team operations, guest service, and service recovery initiatives.

• Collaborate with the team and assist during peak times or coverage shortages.

• Manage and update the Concierge Playbook along with existing processes and procedures.

• Co-develop training materials, videos, and reference documents.

• Share responsibility for Experience team training in conjunction with other Experience leaders.

• Work closely with Operations during guest-impacting situations, especially IROPS.

• Partner with Product, Commercial Systems, Charter, and Marketing departments.

• Supervise the care of High-Value guests and VIP members, ensuring comprehensive portfolio coverage.

• Manage VIP membership operations, referral codes, feedback, events, and Loyalty analytics.

• Promote revenue generation through the Concierge sales playbook and other commercial opportunities.

• Lead with expertise in Darwin passenger scheduling tools, fare construction, exchanges, and refunds.

• Ensure consistent application of travel agency and Sabre subscriber support, fare rules, ancillaries, and penalty terms.

• Maintain high-touch support via phone, email, and chat while upholding response-time and quality standards.

• Take ownership of KPI tracking, including commissions, and report on performance, coverage, and guest feedback to the Director.

• Manage Concierge headcount and hiring processes, including interviews and hire/no-hire decisions.

• Establish and uphold delegated authority for service recovery, IROPS compensation, inventory, and seating assignments.

• Address guest and operational escalations as the final internal point of contact for the Concierge department, documenting learnings.

⛳️ Requirements

• 7+ years of experience in the luxury hospitality sector.

• 5+ years of direct management experience in Customer Success or Customer Service is preferred.

• Proven experience in leading customer-facing teams that deliver measurable outcomes at a comparable scale.

• Background in working through a team lead while managing individual contributors.

• Familiarity with CRM platforms, help desk systems, and customer service tools.

• Experience with Salesforce is advantageous.

• Experience in managing a distributed team across different time zones.

• Proven ability to create schedules and ensure consistent coverage.

• Experience in writing and delivering performance evaluations.

• Experience in managing underperformance issues.

• Experience in the hiring process.

• Must possess deep empathy, be highly proactive, a creative problem-solver, and genuinely motivated by serving others.

• Ability to work Monday to Friday while overseeing a team that operates seven days a week.

• Availability outside regular hours for genuine escalations and weekend leadership coverage as needed.

• No overnight shifts required.

• Must reside in the United States; preferred locations include Los Angeles, New York, Miami, or Austin.

🏝️ Benefits

• PTO

• Accrued sick time

• Bereavement leave

• Holiday pay

• Medical insurance

• Dental insurance

• Vision insurance

• Life insurance

• Disability insurance

• 401k

• Dependent care FSA

• Health FSA

• Remote work