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.