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Trip Concierge Manager
hace 2 semanas
Since 1990, Europe Express has been a trusted partner to travel advisors, offering customized European travel at competitive prices for both independent and group travelers.
We are passionate about the wonders of Europe and committed to delivering exceptional client experiences. By equipping travel advisors with in-depth destination training and unparalleled resources, we empower them to succeed at every stage of their careers.
Join our team and be part of a collaborative environment that values shared learning and a passion for crafting unforgettable holidays.
We are looking to hire a **Trip Concierge Manager** to join our team Reporting to the Operations Director & TSE Director, you’ll be responsible for leading the team that serves as the primary point of contact for guests before and during their travels. This role ensures that each guest receives a seamless, personalized, and memorable experience across every element of their journey.
**What**we’ll**offer**:
- Hybrid work environment
- Competitive Base Salary + Bonus
- Growth Opportunities
- Training and Development
**What you’ll do**:
- Lead and encourage the Trip Concierge team to consistently deliver outstanding guest service.
- Ensure the accurate and timely coordination of all itinerary elements (hotels, transportation, rail, tours, experiences, and dining) to meet guest expectations.
- Lead all aspects of all guest communications, including pre-trip, in-trip, and post-trip, ensuring responses are timely, informational, and insightful.
- Serve as the primary liaison for addressing complex guest requests or service issues, prioritizing guest contentment.
- Supervise service quality to ensure all bookings are accurate, aiming for 99% accuracy and error-free documentation.
- Train the team to anticipate client needs and go the extra mile to curate detailed, memorable journeys that exceed guest expectations.
- Assess performance by considering metrics and objectives such as customer happiness ratings, response times, and advancements in service quality.
- Use guest feedback to identify recurring pain points and collaborate cross-functionally to enhance the overall guest experience.
- Provide training, guidance, and coaching to the Concierge team to strengthen service excellence and destination knowledge.
- Design and implement best practices for personalized service delivery, communication tone, and problem resolution.
- Maintain high standards of documentation and process consistency across all guest touchpoints.
- Champion a culture of guest-centricity, empathy, and continuous improvement.
**What you’ll bring**:
- Proven experience in guest services, customer experience, or travel operations, with a background in team leadership or management.
- Proven ability to lead and develop high-performing teams, including managing international teams across different time zones and cultural backgrounds.
- Strong cultural awareness and sensitivity, with the ability to adapt communication and leadership style to diverse teams and guest profiles.
- Deep understanding of customer service excellence, with a passion for creating personalized and memorable guest journeys.
- Excellent leadership and interpersonal skills, with a high degree of emotional intelligence and the ability to build trust across teams and with guests.
- Skilled in working with complex, multi-component travel itineraries and coordinating with a wide network of suppliers.
We believe people perform best when they can be their true selves, and diverse teams drive better results. We’re committed to fostering a diverse, equitable, and inclusive environment where everyone can succeed.
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