Remote Luxury Concierge Manager | Elite Travel Ops

Ascend; Manila; A distancia; PHP 3.781.000 - 6.301.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote-first culture

Global team across continents

Merit-based incentives

Performance reviews with metrics

Descripción de la vacante

Ascend is seeking an experienced Concierge Manager to lead shift-level operations in a remote, luxury travel environment. You will oversee Client Service, Ticketing, and Trip Fulfillment, guiding Team Leads and delivering five-star service across time zones.

You will drive process improvements, manage escalations, and ensure SLA adherence while maintaining data accuracy. Remote, global collaboration is essential to scale Ascend’s operations.

Formación

• 4+ years in luxury travel, hospitality, or high-touch service operations.
• 2+ years in a leadership or management role coaching teams.
• Strong Sabre GDS proficiency for fare rules and ticketing.
• A data-driven approach to leadership with metrics-based decisions.
• Excellent written and verbal communication.
• Composure under pressure.

Responsabilidades

• Lead and develop Team Leads across Client Service, Ticketing and Trip Fulfillment.
• Coach Team Leads daily with direct, specific feedback.
• Build a shift culture with ownership, accuracy and client empathy.
• Conduct regular performance reviews for clarity on progression.
• Direct all client-facing operations during shifts with real-time decisions.
• Allocate resources, manage escalations, and resolve complex situations.
• Ensure clean handovers between shifts and maintain SLA and data accuracy.
• Own end-to-end client experiences, including VIPs and high-complexity scenarios.
• Submit at least two documented process improvements per month.
• Collaborate with Product, Operations, and Leadership to scale globally.

Conocimientos

Luxury travel

Leadership

Sabre GDS

Data-driven

Communication

Composure

Herramientas

Asana

Periskope

Stripe

CRM platforms

Descripción del empleo

Ascend is seeking an experienced Concierge Manager to lead shift-level operations in a remote, luxury travel environment. You will oversee Client Service, Ticketing, and Trip Fulfillment, guiding Team Leads and delivering five-star service across time zones.

You will drive process improvements, manage escalations, and ensure SLA adherence while maintaining data accuracy. Remote, global collaboration is essential to scale Ascend’s operations.