head of concierge

RecruitFirst Pte Ltd; Hong Kong Island; On-site; HKD 669,600 - 758,880; Full time

Job summary

A leading concierge service firm located in Hong Kong is seeking a Vice President to establish and operationalize a new concierge hub in Thailand, overseeing the APAC reservations team. This position requires a skilled professional with over 5 years of luxury customer service experience, including expertise in training and SOP development. The candidate should excel in maintaining high service standards and fostering a culture of continuous improvement. Competitive salary and growth opportunities are included.

Qualifications

• Minimum 5 years of experience in luxury customer service or hospitality.
• Experience in APAC regions is a plus.
• Strong ability to anticipate needs and deliver impeccable service.

Responsibilities

• Establish and operationalize a new concierge hub in Thailand.
• Oversee the APAC reservations team and ensure seamless booking management.
• Develop and implement standard operating procedures for concierge services.
• Design and deliver training programs for luxury service delivery.
• Conduct regular quality audits to maintain 5-star service standards.
• Foster a culture of continuous improvement through feedback and coaching.
• Curate bespoke concierge offerings for high-net-worth clientele.
• Collaborate with cross-functional teams to enhance guest engagement.
• Leverage technology to streamline reservations.

Skills

Luxury customer service experience

Training expertise

SOP development

Quality control

Guest engagement

Job description

What requirements you'll need to be eligible

5+ years in luxury customer services/hospitality (5-star hotel or luxury retail)

APAC experiences will be a plus

Expertise in training, SOP development, and quality control

Passion for anticipating needs and delivering discreet, impeccable service

What you'll be doing on the job

Establish and operationalize a new concierge hub in Thailand, setting service benchmarks for APAC

Oversee the APAC reservations team, ensuring seamless booking management and VIP client handling

Develop and implement standard operating procedures (SOPs) for concierge and reservation services

Design and deliver training programs to elevate team performance in luxury service delivery

Conduct regular quality audits to maintain 5-star service standards across all touchpoints

Foster a culture of continuous improvement through feedback and coaching

Curate bespoke concierge offerings tailored to high-net-worth clientele

Collaborate with cross-functional teams (e.g., CRM, Marketing) to enhance guest engagement

Leverage technology to streamline reservations and personalize service

Contract

Hong Kong SAR

HKD 60,000 - HKD 68,000 /Month

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