Remote Concierge Manager: Luxury Travel Ops Lead

De Rooi Pannen Breda Toerisme, Leisure & Marketing; México; Remote; MXN 1,663,000 - 2,911,000; Full time

Job summary

Ascend, a remote-first luxury travel platform, helps founders, investors, and executives book international travel with five-star service. We combine expert booking with 24/7 personal support via WhatsApp.

As Concierge Manager you own shift-level operations across Client Service, Ticketing, and Trip Fulfillment, leading Team Leads to ensure flawless experiences and continuous team growth.

Qualifications

• 4+ years in luxury travel, hospitality, or high-touch service operations.
• 2+ years in a leadership or management role coaching a team.
• Strong Sabre GDS proficiency for fare rules, routing, and ticketing.
• Data-driven leadership using metrics to guide changes and hold standards.
• Excellent written and verbal communication; ability to coach clearly.

Responsibilities

• Lead and develop 3 Team Leads across client service, ticketing, and trip fulfillment.
• Direct all client-facing operations during shifts and manage escalations.
• Ensure 95%+ SLA adherence and 98%+ data accuracy.
• Own end-to-end client experience for each shift and VIP handling.
• Submit two documented process improvements per month and drive data-based decisions.

Skills

Leadership / coaching

Sabre GDS proficiency

Data-driven leadership

Written and verbal communication

Composure under pressure

Tools

Sabre GDS

Asana

Periskope

Stripe

Job description

Ascend, a remote-first luxury travel platform, helps founders, investors, and executives book international travel with five-star service. We combine expert booking with 24/7 personal support via WhatsApp.

As Concierge Manager you own shift-level operations across Client Service, Ticketing, and Trip Fulfillment, leading Team Leads to ensure flawless experiences and continuous team growth.