Concierge Manager

The World; Town of Florida (NY); On-site; USD 90,000 - 150,000; Full time

Job summary

The World, Residences at Sea, seeks a senior Concierge Manager to lead the onboard Concierge team and own Resident/Guest destination programming, private travel, dining reservations, transfers, shuttles, and in-port hospitality.

This role combines high-level luxury leadership with Destination Services, requiring strong operations, travel logistics, and multi-region coordination across time zones.

Qualifications

• Fluent read/write/speak English is required.
• Post-secondary qualification in Hospitality Management, Tourism, Business, or related field preferred; equivalent experience considered.
• Minimum 5 years in luxury hospitality, concierge, destination services, or guest relations, with 2+ years supervisory/managerial experience.
• Experience with shipboard reservation, inventory, and payment systems (Fidelio) is highly desirable.

Responsibilities

• Lead, train, and develop the Concierge team to luxury/LQA standards.
• Oversee Destination Experiences, private transfers, and port operations with trained escorts as required.
• Manage budgeting, forecasts, and department operating plans; monitor revenue and expenses.
• Coordinate across onboard departments and shoreside teams, tour operators, and global partners.
• Develop and maintain SOPs, role descriptions, and departmental processes.
• Ensure timely invoicing, payment reconciliation, and cash gratuity procedures.

Skills

Fluent English

Public speaking

Budgeting

Project management

Data analysis

Education

Hospitality Management/Business-related qualification

Tools

Fidelio

MS Office (Outlook/Word/Excel/SharePoint)

Job description

The World, Residences at Sea, is the largest privately owned residential yacht on earth. Employees of The World strive for excellence in everything we do. We live and work on a one-of-a-kind luxury yacht that sails continuously around the world. Every few days you will wake to an exciting new port of call. It’s the ultimate way to work and travel all in one.

The Concierge Manager leads the onboard Concierge team and owns Resident/Guest destination programming, private travel, dining reservations, transfers, shuttles, and in-port hospitality. Partners closely with shoreside Destination Planning and onboard Front Office, F&B, Reception, Program, and Housekeeping teams.

The role combines senior luxury Concierge leadership with onboard Destination Manager duties, requiring strong destination-operations, shore-excursion, and travel-logistics experience.

Fast-paced and highly administrative: manages concurrent workstreams across multiple systems, coordinates with tour operators and partners across every time zone visited and reprioritizes in real time without loss of accuracy. Serves as primary escalation point for the team and direct Resident contact on destination, travel, and port matters.

Responsibilities

Job Specifics:

Leadership & Team Management

• Lead, train, and develop the Concierge team to consistent luxury/LQA standards.
• Coach, give timely feedback, and recognize performance with a fair, hands-on, open-door leadership style.
• Foster an accountable, supportive team culture that encourages professional development.
• Maintain handovers and operational continuity across contracts and rotations.

Destination Programming & Resident/Guest Experience

• Serve as the link between onboard Concierge and shoreside Destination Planning.
• Oversee dispatch of Destination Experiences, private transfers/cars, and shuttles, ensuring trained escorts accompany experiences as required.
• Maintain current port knowledge via research tools, resources, and local networks.
• Provide onboard input into Overland Journeys and Design Your Own Journeys/Days.
• Use known personal preferences to proactively individualize service.
• Resolve Resident/Guest concerns with discretion and sound judgment.

Operational Oversight

• Review the Concierge operation and recommend product, process, and service improvements.
• Assess service/logistical/financial/operational risk when plans change; decide or ESCALATE as needed.
• Conduct inspections; create and follow through on operational action plans.
• Create/revise SOPs, role descriptions, and departmental processes.
• Assist with Ship tours, landings, Marina days, and Expeditions as required.

Communication & Representation

• Adapt tone and detail across Resident, Crew, shoreside, and external audiences.
• Complete Goals & Objectives, Employee/Resident Survey Action Plans, and Destination Reports accurately and on time.
• Coordinate across onboard departments and with shoreside teams, tour operators, DMCs, the Clearance Officer, and global providers.
• Develop, manage, and adhere to department operating/revenue budgets; submit monthly forecasts and reviews.
• Manage staffing levels, vacation schedules, and overtime cost-effectively; ensure Time & Attendance/work-rest hour compliance.
• Adhere to budgetary guidelines for Destination Experiences, private arrangements, and Concierge services.
• Oversee invoicing/payment reconciliation with port-based providers against contracted rates.
• Oversee cash gratuity preparation, control, and reconciliation with the Manager of Finance.
• Oversee departmental purchasing, inventory, and provisioning within budget.

Leadership Skills

• Lead by example with fairness, transparency, accountability, and a hands-on style.
• Demonstrate emotional intelligence and build positive relationships across a multicultural environment.
• Communicate with the executive presence and discretion needed to build trust with ultra-high-net-worth individuals.
• Collaborate across onboard, shoreside, and global partners to deliver seamless experiences.
• Manage multiple complex, time-sensitive priorities with composure, sound judgment, and attention to detail — including confidential information.
• Apply calm, resourceful problem-solving under pressure.
• Stay creative, culturally aware, adaptable, and resilient across diverse cultures, time zones, and changing environments.
• Demonstrate genuine passion for personalized, memorable experiences.

Skills & Abilities

• Fluent read/write/speak English; additional languages beneficial, not required
• Post-secondary qualification in Hospitality Management, Tourism, Business, or related field preferred; equivalent experience considered.
• Minimum 5 years in luxury hospitality, concierge, destination services, or guest relations, with 2+ years supervisory/managerial. Prior Shore Excursions/Destination Services leadership on a luxury vessel strongly preferred. Experience serving high-net-worth clientele and coordinating complex, multi-region destination operations highly desirable
• Proficient in MS Office (Outlook, Word, Excel, SharePoint); comfortable adopting new/AI tools.
• Working knowledge of shipboard reservation/inventory/payment systems, including Fidelio. Strong project management and analytical skills — coordinating workstreams, managing budgets, reconciling invoices, forecasting, maintaining data accuracy. Knowledge of world geography, ports of call, and travel logistics. Confident public speaker with strong organizational skills.

Physical Conditions

• Sea-going role aboard The World, in continuous global operation.
• Extended contract rotations; schedule aligned to itinerary, including weekends, holidays, and port days.
• Single-cabin accommodation; adherence to onboard code of conduct.
• Extended, irregular hours during port-intensive itineraries and expedition segments.
• High-visibility, Resident/Guest-facing role requiring composure and real-time prioritization.
• Ability to live and work harmoniously in a close-knit shipboard environment.

Along with worldwide travel opportunities, The World offers many other benefits. Our team members are afforded comfortable accommodations, delicious meals, facilities including a fitness center, state- of- the- art bicycles, crew bar, outside sun / seating deck, and a variety of crew enrichment activities. In addition, we have the most generous Tuition Reimbursement Program in the industry.

At The World we are one team, always passionate and caring and supporting one another in mutual respect. We have a unified, empowered, and strong team culture that values diversity and recognizes, develops and retains talent.