B2B Luxury Concierge

The Lux Collective is hiring for the position of B2B Luxury Concierge at its Corporate Office based at Floréal.

Reporting to the B2B Helpdesk Manager, the successful incumbent will be responsible to:

• Act as a point of contact for our luxury partners, addressing any inquiries or concerns they may have and providing prompt and efficient solutions.
• Build and maintain strong relationships with luxury partners, understanding their preferences, needs, and expectations to offer personalised recommendations, assistance, and support.
• Maintain a thorough knowledge of our services, facilities, and activities to provide accurate and up-to-date information to guests.
• Ensure that reservation requests are handled effectively and efficiently in a timely manner.
• Responsible for updating and maintaining a database of luxury partners.
• Collaborate with sales and marketing teams to promote exclusive offers, packages, and partnerships to our luxury partners, driving business growth and revenue.
• Coordinate with various departments within The Lux Collective group, including reservations, guest services, and concierge teams, to fulfil partner requests seamlessly.
• Be up to date with booking situations, hotels’ availability, and hotel updates at all times.
• Build and maintain strong relationships with luxury partners, understanding their preferences, needs, and expectations to provide personalised assistance and support.
• Prepare detailed reports and analyses on partner interactions, reservation trends, and feedback to identify areas for improvement and optimisation.
• Ensure that pro-forma invoices are issued for respective dossiers and payment is followed up on whenever needed.
• Handle complaints efficiently through appropriate intervention according to The Lux Collective policies.

QUALIFICATIONS

• At least a Higher School Certificate or equivalent qualifications.
• Tertiary Education at Advanced Certificate or Diploma Level majoring in Tourism Management and/or Business Management from a recognised institution or equivalent qualifications. 

PREVIOUS PERFORMANCE

• A minimum of 3 years of working experience in a similar position in the hospitality industry.
• Proven experience in luxury hospitality, concierge services, or similar roles, preferably within a B2B environment, would be an advantage.

OTHER REQUIREMENTS

• Passionate about service.
• High levels of integrity.
• Creative and innovative.
• Ability to maintain confidentiality at all times.
• A proactive, dynamic and flexible attitude.
• High level of professionalism & detail oriented.
• Strong organisational and time-management skills, with the ability to prioritise tasks and manage multiple projects simultaneously.
• Detail-oriented with a keen eye for accuracy and quality, ensuring all partner requests are handled with precision and care.
• Strong interpersonal, persuasive and customer service skills.
• Excellent telephone skills.
• Ability to plan and prioritise work to meet set deadlines/targets.
• Ability to work independently and in small teams with little direction.
• Sound knowledge of the Microsoft Office package.
• Sound knowledge of Fidelio Opera would be a definite advantage.
• Passionate about delivering exceptional service and exceeding expectations.
• Excellent verbal/written communication skills in English and French languages. A third language would be a definite advantage.
• Willingness to work odd hours, Saturdays, Sundays, and public holidays.
• A clean and valid certificate of character is a must.