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Head of Lifestyle Services
2 months ago
We are seeking an experienced and skilled professional to lead our Concierge Services team at Insignia Group of Companies.
Key Responsibilities:- Manage and improve the member experience through effective Concierge services and travel department management.
- Instill consistency of Insignia standards and generate ideas to elevate service levels.
- Maintain effective managerial relationships with staff, ensuring high motivation and required work standards.
- Be an ambassador and evangelist for Lifestyle Boutique inside and outside the organization.
- Build and structure a Global team of professional Concierges.
- Agree to be available 24/7 and handle difficult situations immediately.
- Arrange induction training for new staff and ensure they are familiar with procedures.
- Monitor and review department performance.
- Deal with administrative matters related to staff management and development.
- Work closely with the Head of Personal Assistant & Board to keep them informed of events and issues affecting the department and customer satisfaction.
- Provide written building reports to the Board and Head of Lifestyle Boutique.
- Ensure staff are trained to a sufficient standard to carry out duties effectively, efficiently, and safely.
- Create guidelines to measure and maintain selling skills, conversions, and upselling.
- Liaise with staff to instigate corrective measures or procedures.
- Professional demeanor appropriate for a luxury environment.
- Fluent English, oral and written, and at least 2 additional European languages (Italian, Portuguese, German, Spanish, French; Mandarin knowledge is a plus).
- At least 8 years' experience as Concierge/Front Desk Supervisor in luxury resorts and/or luxury brands, with ease in an office environment.
- Detail-oriented with outstanding organizational and communication skills.
- Able to handle multiple tasks in an ever-changing environment.
- Excellent communication and negotiation skills.
- Effective at listening to, understanding, clarifying, and responding to member concerns and issues.
- Ability to build a partner database globally, negotiate commission, and best prices.
- Ability to create a pricing policy for our Lifestyle Boutique.
- Problem-solving and stress tolerance skills.
- Excellent organization and managerial skills.
- Teamwork in a multicultural environment.
- Proficient use of Microsoft Office and Publisher.
