Concierge Manager
New
A
AscendLuxury travel
Philippines, Rotating shifts to support clients across different time zones; may include overnight shifts, weekends, or public holidays.ContractManager
Salary not disclosed
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Job Details
- Experience
- 4+ years in luxury travel, hospitality, or high-touch service operations; 2+ years in a leadership or management role.
- Required Skills
- AsanaProcess improvement
Requirements
- Have 4+ years of experience in luxury travel, hospitality, or high-touch service operations.
- Have 2+ years in a leadership or management role coaching and developing a team.
- Demonstrate strong Sabre GDS proficiency, including fare rules, complex routing, and ticketing.
- Use metrics to identify trends, validate changes, and hold a team to clear standards.
- Demonstrate excellent written and verbal communication, including coaching clearly and writing polished client messages.
- Maintain composure under pressure.
- Be prepared for rotating shifts that may include overnight shifts, weekends, or public holidays.
- Experience with international business-class or first-class bookings, award travel programs, Asana, Periskope, Stripe, or workflow and CRM platforms is a plus.
Responsibilities
- Manage three Team Leads across Client Service, Ticketing, and Trip Fulfillment.
- Coach Team Leads with direct feedback and conduct regular performance reviews.
- Direct client-facing operations during shifts, allocate resources, and resolve escalations.
- Ensure complete handovers between shifts and maintain 95%+ SLA adherence and 98%+ data accuracy.
- Own the end-to-end client experience, including requests, quotes, bookings, and follow-ups.
- Handle VIP clients and high-complexity situations requiring senior judgment.
- Submit at least two documented process improvements per month and address patterns in feedback, system performance, and team errors.
- Partner with Process Management and other functions to streamline workflows and use data to validate improvements.
- Work with Product, Operations, and Leadership to implement systems and maintain operational consistency.
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