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Head of Lifestyle Services

2 months ago

London Area, United Kingdom Insignia Group of Companies Full time

Job Summary:

Insignia Group of Companies is seeking an experienced professional to lead our Concierge Services team. As the Head of Lifestyle Services, you will be responsible for enhancing our members' experience through effective management of our Concierge services and travel department.

Key Responsibilities:

  • Team Management: Maintain a productive working relationship with staff, ensuring they remain motivated and deliver high-quality work.
  • Brand Ambassador: Represent Insignia Group of Companies as an ambassador and evangelist for our Lifestyle Boutique, both internally and externally.
  • Global Team Building: Establish and structure a global team of professional Concierges.
  • 24/7 Availability: Be available 24/7 to handle escalated situations and provide immediate support.
  • Training and Development: Collaborate with the Head of Front Office and Quality Department to provide induction training for new staff, ensuring they are familiar with procedures and adhere to them.
  • Performance Monitoring: Regularly review and monitor department performance.
  • Administrative Support: Handle administrative matters related to staff management and development, working closely with the Head of Personal Assistant & Board to keep them informed of departmental events and issues.
  • Reporting: Provide written reports to the Board and Head of Lifestyle Boutique on departmental performance and customer satisfaction.
  • Staff Development: Ensure all staff are trained to a sufficient standard to perform their duties effectively, efficiently, and safely.
  • Selling Skills: Develop guidelines to measure and maintain selling skills, conversions, and upselling.
  • Departmental Oversight: Regularly patrol the department, ensuring staff are performing their duties correctly and implementing corrective measures as needed.

Professional Requirements:

  • Professional Demeanor: Possess a professional demeanor suitable for a luxury environment.
  • Language Skills: Fluency in English, both spoken and written, and at least two additional European languages (Italian, Portuguese, German, Spanish, or French). Mandarin knowledge is an asset.
  • Experience: A minimum of 8 years of experience as a Concierge/Front Desk Supervisor in luxury resorts and/or luxury brands, with ease in an office environment.
  • Organizational Skills: Detail-oriented with outstanding organizational and communication skills.
  • Task Management: Ability to handle multiple tasks in a dynamic environment.
  • Communication Skills: Excellent communication and negotiation skills, with the ability to listen, understand, clarify, and respond to member concerns.
  • Partnership Building: Ability to build a global partner database, negotiate commissions, and secure best prices.
  • Pricing Policy: Ability to create a pricing policy for our Lifestyle Boutique.
  • Problem-Solving: Strong problem-solving and stress tolerance skills.
  • Managerial Skills: Excellent organization and managerial skills.
  • Cultural Competence: Ability to work effectively in a multicultural environment.
  • Technical Skills: Proficient use of Microsoft Office and Publisher.