Concierge Manager Position

Accountabilities

• Lead shift-level operations, develop high-performing teams, and ensure exceptional service delivery through strong operational management and continuous improvement.
• Manage and coach Team Leads across concierge functions, providing guidance, feedback, and support to strengthen leadership capabilities and team performance.
• Oversee daily operations across client service, ticketing, trip fulfillment, and process management functions, ensuring smooth execution and timely resolution of issues.
• Make real-time operational decisions, allocate resources effectively, and manage escalations with confidence and professionalism.
• Own the end-to-end client experience during assigned shifts, ensuring high-quality communication, proactive updates, and personalized service for premium travelers.
• Handle VIP clients and complex cases requiring advanced judgment, attention to detail, and strong problem-solving skills.
• Monitor operational performance metrics, including service-level targets, accuracy standards, and team effectiveness.
• Identify opportunities for process improvements and implement solutions that increase efficiency, quality, and scalability.
• Collaborate with cross-functional teams to improve workflows, implement new systems, and support global operational growth.
• Represent team and client insights in strategic discussions, helping shape processes, standards, and service excellence initiatives.

Requirements

• An experienced operations leader with a background in luxury travel, hospitality, or high-touch customer service environments, combined with strong leadership and analytical skills.
• 4+ years of experience in luxury travel, hospitality, or premium service operations.
• 2+ years of experience managing teams, coaching employees, and developing high-performing professionals.
• A strong understanding of travel operations, ideally with experience using GDS platforms such as Sabre, including fare rules, complex itineraries, and ticketing processes.
• Proven ability to manage operational metrics, identify performance trends, and use data to improve team outcomes.
• Excellent written and verbal communication skills, with the ability to coach teams and deliver polished client-facing communication.
• Strong decision-making skills and the ability to remain calm and effective in high-pressure situations.
• Experience building processes, SOPs, training programs, or operational frameworks is highly valued.
• Familiarity with workflow management, CRM, or operational tools is a plus.
• Experience managing remote or globally distributed teams is preferred.
• A leadership style that balances accountability, empathy, ownership, and continuous improvement.

Benefits

• Competitive base compensation of approximately $1,600 per month, based on experience and location.
• Addition performance-based incentives and potential profit-sharing opportunities.
• Merit-based career progression with opportunities to advance into senior leadership roles.
• Remote-first work environment with collaboration across a global team.
• Travel perks and access to discounted booking opportunities.
• Structured support through regular reviews, clear performance metrics, and operational resources.
• Opportunity to develop advanced travel optimization knowledge and global operations leadership skills.
• Exposure to cross-functional collaboration with product, technology, and operations teams.