Guest Relations & Concierge Manager

📋 Description

• Translate the department's guest experience strategy into consistent day-to-day service delivery
• Lead, coach, and develop the Concierge and VIP Relations teams, supported by a Supervisor who
• Maintain a hands-on leadership approach by working alongside the team and stepping into the service
• Own and maintain the Concierge Playbook, ensuring procedures and processes remain accurate
• Encourage team members to develop training materials, videos, and reference resources, and
• Partner with Operations on guest-impacting matters, particularly during irregular operations

🎯 Requirements

• At least 7 years of experience in the luxury hospitality industry.
• At least 5 years of direct people-management experience, preferably in Customer Success or Customer
• Experience leading customer-facing teams at a comparable scale, including managing individual
• Proven ability to manage and develop a department of approximately 15 employees, with
• Experience managing distributed teams across multiple time zones, including workforce scheduling
• Demonstrated experience conducting performance reviews, addressing underperformance, and managing

🎁 Benefits

• Annual salary range of $95,000–$110,000, depending on skills, experience, and location.
• Paid time off.
• Accrued sick leave.
• Bereavement leave.
• Holiday pay.
• Medical, dental, and vision insurance.