FlyFlat logo
FlyFlat

Flight concierge and travel advisory services for business people powered by travel.

Concierge Manager

Location

India

Posted

78 days ago

Salary

$1.7K - $2K / month

Seniority

Senior

4 yrs expExperience acceptedEnglish

Job Description

Concierge Manager

FlyFlat

• Lead and Develop Your Team • Manage 3-4 Team Leads across Client Service, Ticketing, Trip Fulfillment, and Quality Assurance • Coach Team Leads daily with direct, specific feedback • Build a shift culture of ownership, accuracy, and client empathy • Conduct regular performance reviews • Direct all client-facing operations during your shift • Allocate resources, manage escalations, and resolve complex issues • Ensure seamless handovers between shifts • Maintain 95%+ SLA adherence and 98%+ data accuracy • Own the end-to-end client journey for your shift • Personally handle VIP clients and complex situations • Ensure clients receive timely updates and proactive solutions • Submit at least 2 documented process improvements per month • Spot patterns in client feedback, system inefficiencies, and team performance • Work closely with Product, Operations, and Leadership to implement new systems

Job Requirements

  • 4+ years in luxury travel, hospitality, or high-touch service operations
  • 2+ years in a leadership or management role
  • Strong GDS proficiency, ideally Sabre
  • Data-driven approach
  • Excellent written and verbal communication
  • Composure under pressure
  • Experience with international business/first-class bookings or award travel programs (nice to have)
  • Familiarity with tools like Asana, Periskope, Stripe (nice to have)
  • Track record of building or improving operational processes, SOPs, or training programs (nice to have)
  • Experience managing remote, global teams (nice to have)
  • Background in luxury hospitality brands (nice to have)

Benefits

  • Travel perks: Access to Ascend at-cost booking for personal travel
  • Clear career path with merit-based progression
  • Performance-based salary increases and bonuses tied to KPI achievement
  • Global collaboration with talented teams

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