Head of Concierge

Insignia are seeking an experienced Head of Lifestyle Services for our London office. The primary responsibility is to improve Insignia’s member experience through the management of the Concierge services and the travel department. This position also holds accountability for instilling consistency of Insignia standards as well as generating and promoting ideas to continue in elevating our service levels.

Responsibilities:

• To maintain an effective managerial relationship with staff, ensuring that they remain highly motivated and that their work is of the required standard.
• Being an ambassador and evangelist for Lifestyle Boutique inside and outside of the organization.
• Build and structure a Global team of professional Concierge.
• To agree to be available 24/7 and to be the point of escalation and handle difficult situation immediately.
• To arrange induction training of new staff in conjunction with the Head of Front Office and the Quality Department on all procedures and to train staff to ensure that they are familiar with relevant procedures and that these are adhered to at all times.
• To monitor and review the department performance.
• To deal with administrative matters relating to the management of the development and staff. To work closely in co-operation with the Head of Personal assistant & Board, keeping them well informed of events and issues, which affect the performance of the department and the customer satisfaction.
• To provide written building reports to the Board and to the Head of Lifestyle Boutique.
• To ensure that all staff are trained to a sufficient standard in order that they may carry out their duties effectively, efficiently, and safely.
• Creating guidelines to measure and maintain selling skills, conversions, and upselling.
• To ensure the development is patrolled daily and to ensure that staff are carrying out their duties in the correct manner. To liaise with staff to instigate corrective measures or procedures.

Professional Requirements:

• Professional demeanor appropriate for a luxury environment.
• Fluent English, oral and written and at least 2 additional European languages amongst Italian, Portuguese, German, Spanish and French; Mandarin knowledge is a plus.
• At least 8 years’ experience as Concierge/Front Desk Supervisor in luxury resorts and/or luxury brand and at ease with an office environment. Detail oriented with outstanding organizational and communication skills.
• Able to handle a multitude of tasks in an ever-changing environment.
• Excellent communication and negotiation skills. Effective at listening to, understanding, clarifying, and responding to the concerns and issues raised by members.
• Ability to build partner database globally, negotiate commission and best prices.
• Ability to create a pricing policy for our Lifestyle Boutique.
• Problem solving and stress tolerance skills.
• Excellent organization and managerial skills.
• Teamwork in a multicultural environment.
• Proficient use of Microsoft Office and Publisher.