Operations Coordinator

Queen of Clubs Lifestyle Luxury Services; Lombardia; On-site; EUR 32,000 - 42,000; Full time

Benefits offered by this job

Structured training

On-site luxury operations role

Exposure to high-profile clientele

BeConcierge ERP/CRM training

Job summary

Queen of Clubs Group in Lombardy, Italy, seeks an Operations Coordinator to act as the central point of contact for clients, suppliers, and the Duty Manager during office hours, ensuring seamless service delivery of luxury experiences. You will support daily operational plans, manage last-minute changes, review itineraries, and coordinate with on-site staff, drivers, and guides, using BeConcierge and our ERP/CRM tools.

Fluent English is essential; additional languages help.

Qualifications

• Fluent in English and excellent communication for high-end clients.
• Experience with duty procedures or willingness to learn.
• Calm, proactive, and detail-oriented in fast-paced luxury operations.
• Excellent phone etiquette and professional demeanor.

Responsibilities

• Serve as central point of contact for clients, suppliers, and Duty Manager.
• Prepare and support daily operational plans for Duty Manager and Quality Department.
• Manage last-minute changes, confirm next-day services, and respond to emergencies.
• Review itineraries and ensure client vouchers are uploaded to BeConcierge.
• Send personalized duty messages and gather feedback from clients.
• Confirm next-day services with suppliers, including meeting point, dietary requirements, and special requests.
• Coordinate updates between drivers, greeters, guides, and on-site personnel.
• Escalate critical incidents to Leadership and the Quality Department.
• Prepare last-minute proposals for clients and assist Luxury Experience Designers.
• Use ERP/CRM tools to track and manage services.
• During low season, support invoices, hotel commissions, and administrative tasks.

Skills

Phone etiquette

Strong communication

Attention to detail

Problem-solving

Calm under pressure

Fluent in English

Tools

ERP/CRM systems

BeConcierge

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