Sr. Manager - Operations (Luxury Concierge)

External Interface:

• Luxury Retail Brands
• Retailers: Store Managers
• Outsourced Agencies Facility Managers, Supervisors
• Local municipal authorities/ government and other regulatory bodies
• Vendors
• Security Services

Minimum Qualification: Bachelors in Hospitality

Minimum Experience:

Minimum of 6-8 years of experience in luxury concierge services or related roles, preferably in retail, hospitality, or malls.

Special Skills/Attributes:

• Strong understanding of the luxury market and high-net-worth client preferences.
• Proven leadership and team management experience.
• Exceptional communication and interpersonal skills with an ability to handle VIP clients.
• Excellent problem-solving abilities and a customer-first approach.
• High attention to detail, professionalism, and discretion.
• Ability to multitask and work effectively under pressure, especially during peak hours.

Overall Purpose/Objective Of the Job:

This profile will be responsible for overseeing the luxury concierge services within the mall, providing exceptional customer service to high-end clientele. The role involves managing a team, ensuring seamless luxury services, and curating unique experiences that cater to the exclusive needs of mall visitors. The Senior Manager will play a key role in elevating the customer experience, ensuring all concierge requests are handled promptly and efficiently, and maintaining a high standard of luxury service.

Key Responsibilities:

• Concierge Service Management: Oversee the operation of the luxury concierge desk, ensuring a premium experience for VIP clients, luxury shoppers, and high-net-worth individuals (HNWIs).
• Team Leadership & Training: Lead, mentor, and train the concierge team, ensuring they provide personalized, exceptional services. Set performance standards and ensure team members are aligned with the mall's luxury brand positioning.
• Customer Relationship Management: Build and maintain strong relationships with high-profile clients, ensuring their needs and preferences are anticipated and met.
• Personalized Services: Coordinate and fulfill bespoke requests from luxury shoppers, including bookings, travel arrangements, personal shopping, and special events.
• Exclusive Events Coordination: Collaborate with mall management and retailers to organize exclusive events, product launches, and private shopping experiences tailored to luxury customers.
• VIP Services: Provide tailored services, including access to exclusive areas, invitations to special events, and personalized recommendations.
• Vendor & Brand Liaison: Coordinate with high-end brands, service providers, and vendors to enhance the luxury shopping experience.
• Customer Feedback & Improvement: Collect feedback from high-net-worth clients and identify areas of improvement in concierge services, continuously enhancing customer satisfaction.
• Luxury Brand Ambassador: Represent the mall's luxury positioning and brand image, ensuring that all customer interactions are consistent with the mall's high-end reputation.