We are looking for a VIP/Concierge Manager for a multinational tourism company based in Barcelona area to set the direction, implement and maintain all the current and future service levels of the VIP lounge and concierge service.

Client Details

Multinational Tourism Company based in Barcelona area with an additional focus on Hospitality & Guest Services offering unique experiences to their clients.

Description

Reporting to the Director of Hospitality & Guest Services, your main responsabilities as VIP/Concierge manager will be:Develop and implement the strategy of the VIP room and concierge services for the VillageEstablish a VIP/ HNWI village structureEstablish service standards for each part of the guest journeyWork with a specific number of airline- & hotel partnersAct as an ambassador within the business to deliver the Village's VIP/ HNWI / Concierge guest experienceEnsure the VIP lounge is operating efficiently keeping the guest experience in mind at all timeDelivers consistent service to VIP guests either in the lounge or in the villageImplement the Best Guest Services practices for the companyEnsure that all guest comments and complaints are properly recorded, reacted on and resolvedDrive and implement the right measures to ensure that the service delivery failures will not re-occur in the Village and assist/ guide all departments to resolve comments and complaintsBuild strong partnerships/ relationships with BrandsMaintain an up-to-date CRM database for the Village that will allow us to communicate with our guests efficientlyAssist in the launch and implementation of the Privilege Card for the companyAmbassador of the village (promoted through PR and personal visits)Work closely with the HR and Brand Services, Marketing, F&B DepartmentsBusiness plan for the VIP Lounge, team meetings, new services and recommendations...

Profile

University Degree in Tourism, Economics, Business Administration or similar

Fluent English and Spanish, others European languages would be desirableMinimum 7-10 years of experience in the Tourism/Hospitality Premium/Luxury Brand SegmentExcellent verbal, written and interpersonal communication skillsLikes to provide excellence in service

Ability to work successfully to tight deadlines and within commercial budgetsStrong organizational skills, critical thinking and solution orientedAttentive, intuitive and proactive. Able to multi-task

Job Offer

Career progression