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