Virtual Concierge Assistant

Travel & Lifestyle Concierge Assistant

JOB BRIEF
The Travel & Lifestyle Concierge Assistant is responsible for addressing a diverse range of requests from Luxury Escapes Travel & Lifestyle Concierge clients. By accurately understanding their needs, the assistant provides personalized recommendations to ensure the highest level of customer satisfaction.

This role involves managing and updating members' preferences on CRM platform, establishing and maintaining effective communication with members and vendors, and processing all correspondence to ensure timely and accurate information. Additionally, the assistant will maintain strong relationships with vendors and service providers, promoting a collaborative environment to best serve our clients.

JOB DESCRIPTION
The responsibilities of this role are as follows, but not limited to;

• Assist executives in creating exceptional, tailored experiences that exceed clients' needs and expectations.
• Utilize comprehensive knowledge of customized travel planning to ensure budgets and client briefs are met or surpassed.
• Coordinate reservations for restaurants, hotels, and other entertainment and lifestyle venues.
• Provide detailed information on facilities, services, events, attractions, tours, travel routes, and transportation schedules.
• Book jets and yachts, showcasing strong negotiation skills.
• Liaise with points of contact, suppliers, and office staff.
• Arrange drivers, airport assistance, flight tickets, hotels, appointments, and reservations for clients.
• Anticipate clients' needs and challenges, seamlessly providing support and solutions.
• Act as a good team player, providing operational support to the Travel & Lifestyle Concierge team.
• Process important queries and manage customer expectations in a professional manner.
• Meet both team and individual KPIs with a solutions-oriented and "can-do" attitude.
• Maintain exceptional attention to detail.
• Work efficiently under pressure to strict deadlines.
• Handle confidential information with discretion and sensitivity.
• Maintain accurate client data in the company CRM.
• Promptly respond to all requests within agreed turnaround times. Demonstrate confidence when answering any enquiries and explain the services available.
• Ability to up-sell and cross-sell in an appropriate manner.
• Ensure all supplier payment deadlines are met.
• Adhere to Company standard operating procedures, updating or creating new procedures when required.
• Support colleagues when team members are on leave.
• Become familiar with “Luxury Escapes Platinum” card program and the card program USP’s which sets our company aside from our competitors.
• Source event tickets and luxury items.
• Familiar with booking meetings, incentives, conferences, and events for corporate clients.
• Contribute to growing Luxury Escapes Travel & Lifestyle Concierge brand and business by word of mouth, social media engagement etc.

REQUIREMENTS
SKILLS AND ABILITIES

• Specialized knowledge of the hospitality industry and luxury brands;
• Strong organizational skills;
• Outgoing yet discreet;
• Comfortable and confident in successfully handling tight deadlines and quick turnarounds;
• Able to multitask, pay close attention to detail and work well under pressure;
• Team player with strong professional communication and negotiation skills;
• Self-driven and creative in approach to requests and challenges;
• Proficient in Microsoft Office and Salesforce;
• Fast typing skills;
• Well-versed in English - knowledge of an additional language such as Arabic, Spanish or Russian is a plus.

QUALIFICATIONS

• Bachelor’s degree in hospitality or similar field
• Working knowledge in MS Word, MS Excel, MS Powerpoint, MS Outlook, MS Visio
• Experience with using CRM

EXPERIENCE

• Minimum 3 years’ experience in the travel or concierge industry.

OTHER REQUIREMENTS

• Available to work additional/out of hours or rotational basis as and when required, so as to meet our business and employee needs.

KEY PERFORMANCE METRICS

• Accuracy and Timeliness of client payment transactions and invoicing
• Operations Efficiency: Meeting all SLA's (e.g. client response time) and tasks requested