Concierge Team Lead

Location: Chislehurston, Johannesburg, Gautent, South Africa
Date Posted: 23-02-2019
Job description
  • To manage the relationship with a select group of high-value clients; ensuring extraordinary individual engagement, satisfaction, loyalty, and perception of value at all times.
  • To act as their primary contact and to proactively communicate with them on a day to day basis as and when required.
  • To strengthen the relationship by deeply understanding each client's unique lifestyle, preferences and needs, and to ensure services offered are personalised and of the highest quality.
  • To meet the target for Key Performance Indicators (KPIs).
Knowledge sought:
  • Work background in any of the following sectors/areas: luxury travel and leisure, personal assistant, customer service, guest relations or lifestyle.
  • Knowledge in handling executives, senior executives and VIP's.
  • In-depth understanding of requirements involved in the lifestyle management of affluent, high-net-worth individuals.
  • Good knowledge of worldwide travel destinations and luxury products/services preferred but not essential.
  • Excellent written and oral communication – fluent English a must. Other languages advantageous.
  • Passionate about customer service and delivering service excellence.
  • Diplomatic service and communication skills needed.
  • ‘Can-do' attitude – ready to get involved at all times and understanding that ‘no’ is not an option.
  • Fast learner – adapting to new processes in rapid change climate.
  • Creative problem solving and top-notch organisational skills with attention to detail.
  • Confident, with the ability to prioritise, delegate and meet deadlines working under pressure.
  • Proactive and reactive simultaneously – know the client base and anticipate their needs, show initiative.
  • Ability to remain calm and courteous under pressure, and effective conflict management.
  • Outstanding project management skills – effectively manage requests from initiation to completion.
  • Self-starter and own manager – work autonomously.
  • Strong IT and CRM systems skills (i.e. SalesForce, Microsoft Office suite, etc).
  • Good team player – displays compassion towards fellow colleagues.
  • Excellent interpersonal skills – outstanding telephone manner.
  • Mature approach, dedicated and committed with a strong drive.
  • Reliability – excellent timekeeping is crucial to this role.
  • Polished appearance.
  • Local and international network of suppliers advantageous to the successful candidate.
  • Experienced in dealing with confidential information using discretion and sensitivity at all times.
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