Concierge operation manager

Company Description:

A Good Day Experience is a boutique luxury event agency based in Hanoi. We are committed to creativity, heritage pride, and sustainability, aiming to be pioneers in the Experience Industry. Our brands specialize in verifying wedding vendors, elevating branding strategies, and offering premium travel experiences in Vietnam's renaissance era.

Role Description:

The *Concierge Operations Manager oversees and ensures the seamless delivery of all concierge services including VIP guest relations, executive assistance, logistics coordination, and lifestyle management. This role focuses on maintaining top-tier service standards, optimizing operations, training staff, and developing new partnerships to elevate the guest experience.

The ideal candidate is highly organized, resourceful, and client-oriented, capable of managing complex requests with discretion, precision, and creativity.

*This role will start with a project based contract and depending how well the job goes, we will offer a full time based contract.

Key Responsibilities

1. Concierge Operations & Service Excellence

• Supervise daily concierge operations, ensuring all guest requests are fulfilled efficiently and to luxury standards.
• Coordinate logistics for VIP guests (transfers, bookings, itineraries, and personalized arrangements).
• Manage response times and quality control for concierge communications across phone, email, and digital platforms.
• Handle escalated or sensitive client situations with professionalism and empathy.

2. Team Leadership & Training

• Recruit, train, and mentor concierge and guest relations staff.
• Conduct regular service audits and feedback sessions to maintain a five-star experience.
• Foster a proactive, solution-oriented culture within the team.

3. Vendor & Partner Relations

• Build and maintain strong relationships with key suppliers (hotels, restaurants, transport, tour operators, event partners, etc.).
• Negotiate preerential rates and exclusive benefits for clients.
• Ensure vendor compliance with service and quality standards.

4. Operational Management

• Oversee scheduling, workload management, and service coverage for all concierge shifts.
• Develop and implement SOPs (Standard Operating Procedures) for consistent service delivery.
• Monitor KPIs (response time, client satisfaction, task completion rate, etc.) and report performance metrics to management.
• Manage budgets, expenses, and resource allocation efficiently.

5. Guest Experience & Personalization

• Anticipate client needs and create memorable experiences aligned with brand standards.
• Curate personalized itineraries and unique local experiences for premium clients.
• Gather and analyze guest feedback to continuously enhance offerings.

6. Business Development & Innovation

• Collaborate with marketing and sales teams to develop concierge packages and premium membership programs.
• Identify new revenue streams through lifestyle services and corporate partnerships.
• Stay updated on industry trends and emerging technologies in luxury concierge services.

Requirement:

• Bachelor's degree in Hospitality Management, Business Administration, or related field.
• Minimum 2 years of experience in luxury concierge, hospitality management, or guest relations.
• Strong understanding of high-end client expectations and service personalization.
• Excellent communication (English and Vietnamese) and interpersonal skills.
• Highly organized, detail-oriented, and able to multitask in a fast-paced environment.
• Knowledge of Vietnam's premium lifestyle scene, restaurants, and destinations is a strong advantage.

Other qualities we look for:

• Leadership & team development
• Problem solving & crisis management
• Discretion & confidentiality
• Negotiation & relationship building
• Service design & guest journey mapping
• Multitasking & time management

What we offer:

Career Development and Training Opportunities

• Access to professional development workshops, courses, or certifications related to project and event management.
• Mentorship programs to foster skill growth in event planning, branding strategy, or luxury experiences.

Work-Life Balance and Flexibility

• A balanced work schedule with flexible hours where applicable.
• Paid time off for personal days & holidays

Creative and Collaborative Work Environment

• Be part of a creative, design-driven team with opportunities to innovate in luxury events and experiences.
• Collaborative projects with industry-leading professionals and top-tier vendors in Vietnam.

Sustainability and Social Responsibility Focus

• The chance to work on events that emphasize sustainability and pride in Vietnamese heritage.
• Opportunities to contribute to eco-friendly initiatives and socially responsible projects.

Performance-Based Bonuses and Incentives

• Bonuses for successfully completing large-scale projects or achieving key performance metrics.
• Recognition programs for outstanding contributions and innovative ideas.

Company Culture and Perks

• Regular team-building activities, retreats, or experience-sharing sessions.
• Access to premium travel or experience packages as part of company partnerships.

Networking and Industry Exposure

• Invitations to industry events, luxury showcases, and networking opportunities with high-profile partners.