Dining Concierge Team Lead

Join Our Team as a Dining Concierge Team Lead! Are you passionate about delivering exceptional service in the world of luxury dining? We are seeking a Dining Concierge Team Lead to oversee a dynamic team dedicated to curating extraordinary dining experiences for our valued clients. In this role, you will guide and inspire your team, ensuring they provide expert recommendations and solutions that exceed client expectations.

As an industry lead, with the knowledge and passion to motivate and drive performance of lifestyle managers, operational teams, and our platform, you should always be up to date with current market trends, what competitors are delivering, and what our members are obtaining access to. You will work with key partners in Proposition, Training and Development, Resource Planning and Service Delivery to ensure that they create the right training, monitoring and improvement plans to deliver an ever-improving Dining service that noticeably elevates dining experiences for our members.

The role holder is ultimately accountable for how our dining specialist service is delivered and will create, lead and develop multiple tactics and strategies focused on enhancing techniques, product knowledge, customer engagement, and service excellence within the dining specialism. If you thrive on creating memorable moments for discerning clientele and have a background in hospitality or fine dining, we’d love to hear from you!

• Creating and constantly developing a business partnership model between Service Delivery, Proposition, Talent and Development, Resource Planning and Technical teams.
• Contribute to the improvement of our service, making it reportedly faster, more seamless, and more expert.
• Provide dynamic and inspirational leadership, driving a high performing, enabling and expert culture that supports our people.
• Create, draft, implement, and execute Specialist Delivery policies and procedures, in collaboration with relevant stakeholders.
• Plan and conduct regular and effective communications and meetings, to ensure all relevant Service Delivery stakeholders are up to date with all processes, procedures, and agreements regarding our products.
• Ensure that our people use the right partner for the right member, at the right time and are using the right systems and processes.
• Setting key targets for Dining Specialist Lifestyle Managers.
• Being a subject matter expert, and the final point of escalation for all Specialist escalations.
• Seek, find, and resolve roadblocks, issues, and challenges in people, product, or processes.
• Oversee the recruitment of specialists and expert-level hiring.
• Creating, launching and delivering an ongoing “Path to Expert” programme.
• Contribute to a culture of continuous improvement, effectively anticipating and responding to change.

• Complete general Ten onboarding and induction.
• Meet with stakeholders, including the UK Management team, Head of Dining, Dining Specialists and local Dining Proposition leads.
• Spend time working as a Lifestyle Manager, to get acquainted with our systems.
• Understand Ten’s Concierge product and UK Service Delivery model.

• Document learning, improvement, and development goals, specific to the role.
• Review, update or create standardised documentation for specialist area.
• Propose a Specialist Quality Improvement Plan, including monitoring and reporting measures.

As our Specialist Delivery Manager for Dining, you will be expected to have an ever active and expert knowledge within the UK dining scene, and a good understanding in other European metropolitan cities. You will also be expected to role model Ten’s Standards and the behaviours associated with our values: Member Focused, Trustworthy, and Pioneering.

Our people are at the heart of the business and we have a culture of recognition and reward. Rewards designed around you include a competitive salary depending on experience, plus a performance-based bonus, hybrid working options, paid time away from work, paid sabbaticals, and employee discounts.

Ten Group is a global luxury concierge service and our travel department is offering a unique opportunity to join a vibrant team. We serve High-Networth (HNW) and UHNW clients with their requests for leisure travel. As a Certified B Corp, Ten Lifestyle Group joins a global community of businesses united by a shared goal of making a positive impact on society and the environment.

We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees.