Head of Lifestyle Services

2 days ago

London, Greater London, United Kingdom Insignia Group of Companies Full time
Job Title: Head of Lifestyle Services

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 Requirements:
  • 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.

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