Concierge Service Manager
American Express Middle East
Total years of experience :10 years, 5 Months
• Providing a bespoke service to customers looking for lifestyle advice and assistance globally.
• Handling enquiries from customers looking to book a variety of Concierge and Lifestyle services such as fine dining restaurants, theatre & concert tickets, sporting events, personal shopping and other exclusive and cultural events.
• Assemble travel itineraries
Knowledge of luxury brands and always keeping up-to-date on the latest developments within the concierge industry.
Identify customers requirements from call to call, through the relationship built and confidently matched with products and services to meet their needs and exceed their expectations.
Meet performance targets for speed, efficiency, service and quality maintaining a high level of accuracy; achieves team telephone service level targets whilst prioritising and balancing work load.
Maintain up-to-date knowledge of developments and involvement in wider networks.
Undertake project work as delegated by Team Leader of Travel & Lifestyle and/or Head of Premium Servicing.
Provides agreeable solutions to lifestyle queries using creative and cost effective recommendations and options.
Perform a role within a high performing team in order to respond to (phone/email/mail) servicing or risk enquiries ie. handle Cardmember enquiries, ensure that email requests and complaints, if any, are promptly actioned according to non-secure e-mail guidelines managing customer expectations at all times.
In charge of execution of large private parties, corporates events, weddings, product launches. Starting from sale (working on monthly target commission base) to enquiry and then final event preparation.
Leasing with outside suppliers and in-house operation team.
Working closely with Director of Marketing for marketing strategies, events blogs on company website and all the social media platforms, brochure and other collaterals.
I've developed new targets planning and business development for the new season.
Reporting and coordinating directly to the General Manager
• Dealing with outside sale calls to corporate and tour operators
• Maintain a prompt and efficient correspondence with clients/guests.
• Targeting new markets for corporate events via calls, emails and social media
• Negotiate and organizing corporate events and large parties leasing with all the department heads prior to the operation
• Managing a team of 4 Hostess/Receptionists in daily operation and make sure all SOPs are followed
• Handling guest’s complaints
• Updating and maintaining internal Data Base
• Dealing with daily reservations and guests enquirers via phone and emails
• Prepare daily cover analysis forecast to send out to all departments
• Marketing investigation and competitor analysis
• Admin paperwork, Billing and Invoicing