Operations Coordinator

Queen of Clubs Lifestyle Luxury Services; Lombardia; On-site; EUR 40,000 - 55,000; Full time

Benefits offered by this job

Structured training

Global client exposure

On-site luxury operations team

Clear SOPs and reporting tools

Job summary

Queen of Clubs Group is seeking an Operations Coordinator to be the central point of contact for clients, suppliers, internal teams, and the Duty Manager during regular office hours in Milan. You prepare and support daily operational plans and respond to emergencies to ensure seamless service delivery for luxury clients.

The role requires calm, proactive communication, meticulous attention to detail, and fluency in English; additional languages are a plus.

Qualifications

• Calm, proactive communicator with strong phone etiquette and duty procedures.
• Meticulous attention to detail and high service standards.
• Fluent in English; additional languages are a plus.

Responsibilities

• Stay available and responsive throughout your shift with full oversight of services.
• Conduct thorough, detailed handovers with the previous Duty Manager to ensure continuity.
• Monitor all active bookings and services, handling emergencies during daytime hours.
• Review itineraries to ensure all components and vouchers are in place.
• Prepare and send personalised duty messages during client stays and gather feedback.
• Confirm next-day services with suppliers, including client contact, meeting points, dietary requirements, and special requests.
• Coordinate updates between drivers, greeters, guides, and on-site staff.
• Communicate with on-site clients using official templates.
• Escalate critical incidents to Leadership and Quality Department as needed.
• Prepare last-minute proposals for clients.
• Support Luxury Experience Designers in securing tickets and cross-checking itineraries.
• Use ERP/CRM tools to track services.
• During low season, assist with invoices and hotel commissions.

Skills

Calm under pressure

Clear communication

Attention to detail

Phone etiquette

English fluency

Job description

Leaders in the B2B Luxury Travel Industry and multi-award-winning, Europe's most innovative on-site Lifestyle Travel Solutions Creator, Queen of Clubs Group has been operating since 2009 and has expanded to five countries, with prime-location offices in London, Paris, Madrid, Ibiza, Chiasso (CH), and Milan. From private aviation and rare access to global events to bespoke journeys, experiences, and beyond, we are the invisible hand behind the world's wealthiest travellers and their most memorable moments.

About the Role

As an Operations Coordinator, you are the central point of contact for clients, suppliers, internal teams, and the Duty Manager during regular office hours. You prepare and support the daily operational plans for the Duty Manager and the Quality Department, manage last-minute changes, confirm next-day services, and respond to emergencies, ensuring seamless service delivery to the highest standards of luxury, efficiency, and professionalism.

You Will

• Stay available and responsive throughout your assigned shift, with full oversight of all services
• Conduct thorough, detailed handovers with the previous Duty Manager to ensure operational continuity
• Monitor all active bookings and services, managing any emergencies during daytime hours
• Review the flow of each itinerary, ensuring every component is in place, including client vouchers correctly uploaded to BeConcierge
• Prepare and send personalised duty messages throughout the client's stay, gathering feedback on previous tours
• Confirm next-day services with suppliers, making sure they have everything they need (client contact, exact meeting point, dietary requirements, special requests)
• Coordinate updates between drivers, greeters, guides, and other on-site personnel
• Communicate with on-site clients using our official communication templates
• Escalate critical incidents to Leadership and the Quality Department when appropriate
• Prepare last-minute proposals for clients
• Support Luxury Experience Designers in securing tickets and cross-checking itineraries
• Use our internal ERP/CRM tools to track and manage services
• During low season (January–February), support with invoices, hotel commissions, and other administrative tasks

You Are

• Calm yet energetic, resourceful, and proactive: pressure sharpens you rather than unsettles you
• A clear and courteous communicator, by phone and in writing
• Meticulous with detail and confident in problem-solving
• Experienced in phone etiquette and duty procedures, or eager to master them
• Fluent in English; additional languages are a plus

We Offer

• A central role in upholding Queen of Clubs' gold-standard service during critical hours
• Daily exposure to a global, high-profile clientele and elite suppliers
• Structured training, including Phone Etiquette and Duty Training
• A place in a dynamic, fast-paced, and supportive luxury operations team
• Clear SOPs, reporting systems, and tools that set you up to perform