Team Lead Pre-arrival Concierge

Job Description

🎯 Role:

Under the supervision of the Regional Director, you will be responsible for the overall management of the Concierge team for organising stays ahead of guests’ arrivals. You will be accountable for the client experience delivered — both in terms of overseeing the organisation of stays and the quality of services and experiences provided by your teams, while also handling certain cases yourself when necessary.

✨ Responsibilities:

Team management

-    Recruit and supervise the Pre-arrival Concierge team and monitor their performance

-   Provide inspiring leadership, training and ongoing support to foster the professional development of the team

-    Establish clear and measurable objectives for each team member to put them in the best position to deliver a client experience that meets the expectations of our discerning clients

- Monitor and ensure timely responses to client enquiries and emails, ensuring the team meets established response time standards and maintains proactive communication.

High-level client service

-    Ensure the support and quality of service delivered at every moment by the teams

-    Intervene to resolve complex issues and guarantee an exceptional client experience prior to stays

-    Establish and maintain privileged relationships with our clients and agents

-    Take ownership of the management of the company's strategic and VIP clients, ensuring a highly personalised service, proactive follow-up, and an exceptional client experience aligned with Le Collectionist's luxury standards.

Partnership management

-    Expand the catalogue of services and experiences by selecting partners that meet the company’s standards, with the support of local teams

-    Negotiate and finalize commission amounts with partners

-    Assist teams in the comprehensive management of these partnerships

Concierge strategy

-    With the support of the Regional Director, establish the department’s strategy for each destination managed

-    Ensure continuous improvement in the quality of services provided and strengthen Le Collectionist’s reputation as a leader in the luxury industry

-     Communicate to the BizOps teams any tool and process improvements that would optimise the client experience and enhance team productivity

Operational & Financial Management

-     Oversee the entire concierge booking process, ensuring accurate commercial, operational and administrative follow-up through to final closure.
-     Ensure timely collection of supplier invoices, booking accuracy and completion of monthly financial closings.
-     Monitor team performance, ensuring compliance with internal procedures, deadlines and financial targets.

⚠️ Work schedule and specifics: Our presence on-site and the standards of our sector require working on Saturdays and Sundays (hotel model), especially during the high season. Work is organized in rotation with the rest of the onsite team and overtime may be recovered.
 

Note: The above job description is a general overview and may be adjusted based on the specific needs and priorities of the organisation.

Qualifications

🔍 Ideal Candidate:

•    You hold a degree in management, hospitality or a related field. 

•    You are bilingual in Spanish  and English. 

•    You have proven team management experience in the hospitality or luxury sector. 

•    You have a good knowledge of the geographic area 

•    You have excellent leadership skills, with the ability to motivate and guide a multidisciplinary team. 

•    You have strong communication and problem-solving skills. 

•    You are client-oriented, with a commitment to service excellence. 

•    You are able to develop strategies and implement coherent action plans. 

•    You are results-driven, with a genuine desire to contribute to the company’s success. 

Additional Information

📝 Conditions :

🎂 1 day off for your birthday

🍽️ Restaurant tickets up to 4 € + 4 € from the salary

💻 A laptop

📞 A professional cell phone (for operational functions)

🎊 Events all year round

🌴 23 day off per year

🏡 2 days of remote per week

🏥 Private health insurance (6 months of seniority)

🏋🏼 Up to €35/month reimbursement for sports activities upon submission of the corresponding invoice.

⚙️ Recruitment process : 

• HR interview 

• Manager interview 

• Business case 

• Fit call