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