Head of Concierge

Amorim Luxury is launching a new, elevated Concierge service that sets a new benchmark in personalized lifestyle management. The Head of Concierge will lead the vision, team, and daily operations of this service, ensuring exceptional experiences for our most discerning clients.

Key Responsibilities

• Lead, coach, and develop a team of Concierge Agents, fostering a
  - performance,
  - driven culture.
• Oversee daily operations, shift planning, and service quality across extended operating hours.
• Act as the escalation point for complex or
  - profile client requests.
• Implement and monitor KPIs to ensure excellence in response times, satisfaction, and personalized service.
• Collaborate with Hospitality, Retail, Events, Club Operations, CRM, and Digital teams to ensure seamless service delivery.
• Ensure effective use of CRM (Salesforce) and communication platforms (e. g. , Talkdesk) and support digital integration.
• Drive service innovation, curated partnerships, and bespoke client experiences aligned with the Amorim Luxury standard.

Preferred Experience

• 7+ years in luxury hospitality, private concierge, or lifestyle management.
• Proven leadership in
  - end service environments (luxury hotels, member clubs, lifestyle groups).
• Strong experience with CRM tools and
  - based team operations.
• Solid understanding of Portugal’s luxury landscape and UHNW clientele is a plus.
• Inspirational leadership and refined communication.
• High emotional intelligence, cultural awareness, and absolute discretion.
• Passion for luxury, innovation, and crafting unforgettable experiences.

Seniority level: Director

Employment type: Full-time

Job function: Customer Service

Industries: Food and Beverage Services, Hospitality, and Retail

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