Remote Luxury Concierge & Guest Relations Leader

Aero; United States; Remote; USD 95,000 - 110,000; Full time

Benefits offered by this job

Medical, dental, vision

401k

Paid time off

Holiday pay

Job summary

Aero is seeking a Guest Relations & Concierge Manager to lead a multinational team delivering high-touch, personalized service for VIP guests across Europe and the United States. You will coach, develop and empower Concierge and VIP Relations staff while collaborating with cross-functional partners to uphold service standards and drive revenue.

You report to the Director of Guest Relations & Concierge and oversee training, KPIs, and guest satisfaction.

Qualifications

• 7+ years in luxury hospitality, with 5+ years directly managing staff.
• Experience leading customer-facing teams at scale with direct reports.
• CRM and help desk tools experience (Salesforce a plus).
• Experience managing distributed teams across time zones.
• Proven record of performance reviews, coaching and hiring.
• Empathetic, proactive and customer-focused leadership.

Responsibilities

• Translate strategy into day-to-day practice across shifts and time zones.
• Lead Concierge and VIP Relations teams, coaching and training.
• Own the Concierge Playbook and training materials.
• Ensure high-value guests have named support and VIP care.
• Drive revenue by following the sales playbook across services.
• Oversee KPI tracking and reporting to the Director.

Skills

Empathy

Leadership

Customer service management

Team coaching

Problem-solving

Tools

CRM platforms

Help desk systems

Salesforce

Job description

Aero is seeking a Guest Relations & Concierge Manager to lead a multinational team delivering high-touch, personalized service for VIP guests across Europe and the United States. You will coach, develop and empower Concierge and VIP Relations staff while collaborating with cross-functional partners to uphold service standards and drive revenue.

You report to the Director of Guest Relations & Concierge and oversee training, KPIs, and guest satisfaction.