Concierge Lead, Guest Services

Duties: Brainstorm, research, scout and create a portfolio of custom one-of-a-kind small-group or private trips for a select portfolio of guests Lead, coach, and inspire a team of Concierge Specialists to drive unmatched hospitality through high-touch client engagement and service delivery Manage a team that builds trusting relationships with a select portfolio of guests, documenting their personal travel preferences and needs, and custom-crafting trips of a lifetime on their behalf Empower team with the skills and tools needed to convert inquiries into bookings; ability to lead by example Provide sound knowledge of homes and destinations to team & Guests. Qualify Guest needs and provide creative (even off-platform) solutions. Provide personalized and discreet services while ensuring a high level of Guest satisfaction and maintaining confidentiality at all times. Interface with multiple internal and external stakeholders, including the Guest, travel coordinators, luxury home owners, realtors and other travel suppliers, from the guest’s initial contact to the time of booking. This includes finding appropriate accommodations (either on or off platform), responding timely to inquiries and follow up questions, securing the reservation, collecting payment, designing custom itineraries, and following up with the Guest pre-trip, on-trip and post-trip. Ensure all trip arrangements are executed flawlessly, taking into account potential last-minute changes and unforeseen circumstances. Meet and/or exceed key sales and/or service performance indicators. Act as a point of contact and support for Guests during travel, addressing any issues or emergencies that may arise. Establish and maintain positive relationships with luxury home owners, real estate, villa and other travel-related service and experience vendors to ensure high-quality delivery and preferential treatment for notable Guests. Negotiate favorable rates, services and amenities with vendors while adhering to the Guest's budget.

Requirements: BA/BS degree Business Administration, Hospitality, Tourism, or a related field (preferred) Proven experience selling and designing small-group and tailor made itineraries to discerning clientele in the luxury travel or villa space Global travel destination knowledge is required Professional demeanor, maturity, and natural business acumen with exceptionally high level of customer service Excellent communication and interpersonal skills with an ability to build rapport and trust with high-profile clients and internal stakeholders Proven organizational skills which are reflected in effective prioritizing, multitasking, follow-up, and ultimate delivery upon commitments Must thrive in a fast-paced, flexible and entrepreneurial environment North America and European time zones preferred Ability to work flexible schedules including weekends 5+ years of team manager experience preferred 10+ years of luxury travel experience preferred Compensation $70-75/hr W—2