Guest Relations Manager

Job Summary

Leading a team of Concierge and VIP Relations professionals, the full-time remote Guest Relations & Concierge Manager will ensure exceptional service delivery for high-value guests, manage team operations, and drive revenue through customer engagement and support.

Key responsibilities

• Translate the Director's Experience strategy into daily practices, ensuring consistent service standards across all shifts
• Directly lead and develop the Concierge and VIP Relations teams, focusing on coaching, onboarding, and service recovery
• Oversee VIP membership operations and ensure personalized care for high-value guests while driving the team's contribution to revenue

Required qualifications

• 7+ years in the luxury hospitality industry, with 5+ years in a management role within Customer Success or Customer Service
• Experience leading customer-facing teams and managing a department of approximately fifteen people
• Proficiency with CRM platforms and customer service tools, with Salesforce experience being a plus
• Demonstrated ability to manage a distributed team across multiple time zones
• Strong background in performance management, including hiring and delivering performance reviews