Concierge Lead, Guest Services

Cypress HCM; California (MO); On-site; USD 96,000 - 103,000; Full time

Job summary

Cypress HCM is seeking a Concierge Lead to join its VIP Guest Services team. You will own end-to-end trip planning for a select portfolio of bespoke journeys, sourcing exclusive homes and experiences, and crafting itineraries that meet guest expectations and brand goals.

You will eventually lead a small team of Concierge Specialists, manage key relationships with guests and vendors, and ensure discreet, personalized service with a focus on high-touch client engagement and exceptional guest

Qualifications

• BA/BS degree preferred in business administration, hospitality, or tourism.
• Experience designing and selling small-group luxury itineraries.
• Global travel destination knowledge required.
• Excellent communication and client-relations skills.
• Strong organizational skills in a fast-paced environment.
• Willing to work weekends; NA/EU time zones preferred.
• 5+ years of team management experience; 10+ years luxury travel preferred.

Responsibilities

• Brainstorm and create custom small-group or private trips for select guests.
• Lead and coach a Concierge Specialist team for high-touch service.
• Manage relationships with guests and vendors, documenting preferences.
• Convert inquiries into bookings and lead by example.
• Provide knowledge of homes and destinations; tailor off-platform solutions.
• Ensure discreet service and high guest satisfaction.
• Coordinate with guests, coordinators, owners, realtors and vendors from inquiry to booking.
• Handle last-minute changes and ensure flawless arrangements.
• Meet or exceed sales and service KPIs.
• Assist guests during travel and address issues or emergencies.
• Build relationships with luxury home owners and travel vendors.
• Negotiate favorable rates and amenities within guest budgets.

Skills

Team management

Sales experience

Customer service

Travel planning

Luxury travel knowledge

Communication skills

Education

BA/BS in Business Administration, Hospitality, Tourism

Tools

CRM systems

Job description

Description

• We are seeking a passionate and experienced Concierge Lead to join the VIP Guest Services team, which caters to the unique travel needs and preferences of our most discerning and high-profile Guests. The Concierge Lead will own the end-to-end trip planning process for a select number of once-in-a-lifetime bespoke trips — from ideation through operations. This includes sourcing the most exclusive homes and experiences and choreographing them into a single never-been-done-before itinerary that meets both guest expectations and company PR goals.
• In addition, this role will eventually oversee a small team of Concierge Specialists, who own the end-to-end trip planning process on behalf of a select portfolio of loyal Guests; including sourcing homes, collaborating with hosts, and custom-crafting bespoke itineraries that align with guest preferences and company goals.
• The ideal candidate is an ambitious and organized customer focused individual with a passion for creating highly curated travel experiences. You have sales and worldwide travel destination knowledge, excellent communication skills, and have deep experience developing and operating small-group trips and private travel.

Duties

• Brainstorm, research, scout and create a portfolio of custom one-of-a-kind small-group or private trips for a select portfolio of guests
• Lead, coach, and inspire a team of Concierge Specialists to drive unmatched hospitality through high-touch client engagement and service delivery
• Manage a team that builds trusting relationships with a select portfolio of guests, documenting their personal travel preferences and needs, and custom-crafting trips of a lifetime on their behalf
• Empower team with the skills and tools needed to convert inquiries into bookings; ability to lead by example
• Provide sound knowledge of homes and destinations to team & Guests. Qualify Guest needs and provide creative (even off-platform) solutions.
• Provide personalized and discreet services while ensuring a high level of Guest satisfaction and maintaining confidentiality at all times.
• Interface with multiple internal and external stakeholders, including the Guest, travel coordinators, luxury home owners, realtors and other travel suppliers, from the guest’s initial contact to the time of booking. This includes finding appropriate accommodations (either on or off platform), responding timely to inquiries and follow up questions, securing the reservation, collecting payment, designing custom itineraries, and following up with the Guest pre-trip, on-trip and post-trip.
• Ensure all trip arrangements are executed flawlessly, taking into account potential last-minute changes and unforeseen circumstances.
• Meet and/or exceed key sales and/or service performance indicators.
• Act as a point of contact and support for Guests during travel, addressing any issues or emergencies that may arise.
• Establish and maintain positive relationships with luxury home owners, real estate, villa and other travel-related service and experience vendors to ensure high-quality delivery and preferential treatment for notable Guests.
• Negotiate favorable rates, services and amenities with vendors while adhering to the Guest's budget.

Requirements

• BA/BS degree Business Administration, Hospitality, Tourism, or a related field (preferred)
• Proven experience selling and designing small-group and tailor made itineraries to discerning clientele in the luxury travel or villa space
• Global travel destination knowledge is required
• Professional demeanor, maturity, and natural business acumen with exceptionally high level of customer service
• Excellent communication and interpersonal skills with an ability to build rapport and trust with high-profile clients and internal stakeholders
• Proven organizational skills which are reflected in effective prioritizing, multitasking, follow-up, and ultimate delivery upon commitments
• Must thrive in a fast-paced, flexible and entrepreneurial environment
• North America and European time zones preferredAbility to work flexible schedules including weekends
• 5+ years of team manager experience preferred
• 10+ years of luxury travel experience preferred

Compensation

• $70-75/hr W—2