Guest Relations & Concierge Manager

Accountabilities

• Translate the department's guest experience strategy into consistent day-to-day service delivery across shifts, teams, and time zones, providing regular feedback to the Director on operational effectiveness.

• Lead, coach, and develop the Concierge and VIP Relations teams, supported by a Supervisor who assists with onboarding, training, daily operations, guest service, and service recovery.

• Maintain a hands-on leadership approach by working alongside the team and stepping into the service queue during peak demand or unexpected coverage gaps.

• Own and maintain the Concierge Playbook, ensuring procedures and processes remain accurate, accessible, and consistently followed.

• Encourage team members to develop training materials, videos, and reference resources, and collaborate with other Experience leaders on department-wide training standards.

• Partner with Operations on guest-impacting matters, particularly during irregular operations (IROPS), and coordinate with Product, Commercial Systems, Charter, and Marketing to maintain an effective and reliable service operation.

• Oversee the care of high-value guests and VIP members, ensuring every VIP portfolio is actively managed and each key guest has a dedicated relationship contact.

• Manage day-to-day VIP membership operations, including referral codes, guest feedback, events, and loyalty analytics, while developing strong internal expertise in the loyalty program.

• Drive the team's commercial contribution by reinforcing the concierge sales playbook across scheduled flights, hotel packages, charters, private travel, and loyalty products.

• Identify, develop, and follow through on revenue opportunities while maintaining a guest-first approach.

• Develop sufficient expertise in Darwin, the passenger scheduling platform, to guide the team and assess escalations involving fares, exchanges, and refunds.

• Ensure accurate travel agency and Sabre subscriber support, including consistent application of fare rules, ancillary charges, and penalty terms.

• Promote a culture of continuous feedback and high-quality guest engagement across phone, email, and chat, maintaining established response-time and service standards.

• Track and report team KPIs, commissions, service coverage, and guest feedback to the Director on a regular basis.

• Own department headcount and recruitment, including candidate interviews and hiring decisions.

• Establish and maintain delegated approval authority for VIP Relations Concierges, Managers on Duty, and Supervisors, covering service recovery, IROPS compensation, inventory, and seating.

• Act as the final escalation point within the Concierge department, coordinating resolutions with relevant teams and documenting lessons learned to improve future service delivery.

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 Service.

• Experience leading customer-facing teams at a comparable scale, including managing individual contributors and working through team leads or supervisors.

• Proven ability to manage and develop a department of approximately 15 employees, with responsibility for coaching, performance, and service delivery.

• Experience managing distributed teams across multiple time zones, including workforce scheduling and ensuring appropriate service coverage.

• Demonstrated experience conducting performance reviews, addressing underperformance, and managing recruitment and hiring decisions.

• Hands-on experience with CRM platforms, help desk systems, and customer service technologies; Salesforce experience is an advantage.

• Strong empathy, initiative, and problem-solving skills, with a proactive and creative approach to resolving guest needs.

• Excellent leadership and communication skills, with the ability to motivate teams and maintain high service standards.

• Commercial awareness and the ability to balance exceptional guest care with sales objectives and revenue opportunities.

• Willingness to work Monday to Friday while providing leadership availability for genuine escalations outside regular working hours and occasional weekend coverage. Overnight shifts are not required.

• Must be based in the United States. Preferred locations include Los Angeles, New York, Miami, and Austin.

• Applicants must reside in one of the following eligible states: Arizona, California, Colorado, Florida, Georgia, Hawaii, Massachusetts, Minnesota, New Jersey, Nevada, New York, Pennsylvania, Utah, or Washington.

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.

• Life insurance.

• Disability insurance.

• 401(k) retirement plan.

• Dependent Care Flexible Spending Account (FSA).

• Health Care Flexible Spending Account (FSA).

• Full-time remote work within eligible U.S. states.