Concierge Staff

4 weeks ago

London UK, UK, United Kingdom Ten Lifestyle Group Full time

In lifestyle management no two days are ever the same, at any time you could easily be booking transfers to the Monaco Grand Prix, buying a baby crib, selecting a Birken handbag for a member or even finding things to do in the Maldives - the only limit is our imagination You will use your knowledge, contacts and research skills to assist with these interesting and often complex requests, ensuring we find creative solutions within specified timeframes, for our members to truly get the most from their lives. You will also use your research and communication skills to effectively collaborative with colleagues both within your team and also in other areas of Ten, to ensure the best opportunities are shared by all.

Who We Are

Ten Life Group is a global luxury concierge service and our travel department is offering a unique opportunity to join a vibrant team. Our clients and colleagues are the cornerstones of what we do, and we serve High-Networth (HNW) and UHNW clients with their requests for leisure travel. At Ten our goal is simple, to become the most trusted service business in the world.

We deliver our service through a combination of Ten's proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to keep innovating, inspiring and continuing to improve the lives of millions of members. As a Certified B Corp, Ten Lifestyle Group joins a global community of businesses united by a shared goal of making a positive impact on society and the environment.

To find out more about Ten, please watch this short video here.

Key Responsibilities

  • To manage requests in line with agreed deadlines, proposing an excellent choice of options and fully engaging with the member to maximize the conversion of requests to bookings.
  • Have an in-depth understanding of your members' lifestyle needs, interests requirements
  • Establish clear, detailed and through briefs from members
  • Research the best options to meet exceed the lifestyle requirements of the member
  • Always go above and beyond on your members' requests
  • Proactively offer tailored lifestyle suggestions to your members to maximise the value they get from the service
  • Act as an advisor and advocate to both the member and your colleagues to facilitate good effective communication, including any required translating of responses to the member
  • Work with member satisfaction ambassador to resolve and own all customer complaints relating to your members


Requirements

  • MUST be able to speak and write Japanese on a fluent/Native level.
  • 2+ experience in leisure orientated sector of business, hospitality, customer service, concierge or call center
  • Exceptional verbal and interpersonal skills when dealing with members, suppliers and clients, working in a calm and professional manner at all time
  • Dedication to customer satisfaction and a willingness to do what it takes to get the job done, acting with tact and diplomacy and demonstrating excellent problem solving skills
  • Outstanding communication skills, both written and verbal
  • The ability to multitask and handle several projects at the same time.
  • The ability to provide intelligent and resourceful replies to members and clients requests while maintaining a commercial focus.
  • Strong administration skills and be able to prioritized workloads to meet strict deadlines
  • An enthusiasm to work with an emphasis for detail and follow through as required. The highest customer service standards are expected and must be maintained at all times
  • Computer literate to a high level and proficient with all Microsoft Office programmes (Excel, Word, PowerPoint)
  • Possess good communication and interpersonal skills
  • Having knowledge and experience in working in the travel sector such as firsthand experience booking flights, hotels and making other travel reservations and have confidence in issuing tickets, making changes and amendments is a plus
  • Experience with GSDC systems would be advantageous
  • Concierge, customer service or call center experience will be preferred
  • You must be flexible to work rotational shifts.
  • Energetic and motivated team players who enjoy the challenge of meeting and beating targets
  • An understanding of the luxury lifestyle and affluent customers.


Benefits

Our people are at the heart of the business, and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.

All our employees also enjoy a range of benefits:

  • A competitive salary will be offered depending on experience
  • Offer flexible work arrangements including Hybrid work possibilities
  • Annual Leave of 20 days per annum, 25 days per annum from the second year and an additional 3 extra days of annual leave in their third year.
  • One (1) month paid Sabbatical after 5 years of Service, without tapping into annual leave
  • Employer-contributory company pension (with a scheme that allows full decision making about what investments are made, levels of risk, ethical funds etc.)
  • Lucrative Ten Loyalty Rewards program
  • Remote Working Holidays - Travel and Work for up to 4 weeks per year
  • Access to lots of great travel and entertainment discounts as our clients' members would
  • Be part of our global, dynamic, and inclusive Team, with diversity at its core.
  • Possibility of growth within a dynamic and international company

Commitment to Diversity

We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance, and business needs.

"Ten works with a small, preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time."

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