Chef Concierge

ABOUT THE CHEF CONCIERGE ROLE 

As the Chef Concierge based in Miami, you will oversee the daily operations of our concierge team. This team will be actively involved in both the pre- and post-stay phases of the guests' journey. The concierge team will serve as the primary point of contact for all guest inquiries until their embarkation and will subsequently provide support to the onboard operational teams, assisting with any requests that require our assistance. You will be accountable for ensuring the highest standard of service experience for our high-net-worth guests while maintaining seamless operations, ensuring that every guest interaction reflects excellence and luxury care.

ABOUT JOHN PAUL

Welcome to the John Paul Group world, where we transform ordinary moments into extraordinary and unforgettable experiences for clients and colleagues.  At John Paul, we pride ourselves on being the world leader in premium loyalty and customer engagement services. With a global reach across 40 countries and a growing team of dynamic and passionate individuals, we are committed to delivering exceptional experiences to our clients and their customers. Our unwavering dedication to excellence is rooted in our core values of trust, innovation, and reliability. 

As we continue to expand and evolve, we are seeking talented and driven individuals who share our vision and can contribute to our success. Join our diverse and collaborative team to help shape the future of customer and employee loyalty and be a part of an award-winning company that truly values meaningful service beyond expectations.

Why join us?

John Paul is the world’s leader in premium concierge services. If you have a deep appreciation for luxury service, join us in the pursuit of excellence where you can expect things like:

•  A real open-door policy– Even though we have employees across the globe, our senior leaders have their (virtual) doors open to everyone, ready to listen and support you.
• Long-term support– The average tenure for an employee at our company is five years. In an ever-changing job market, we are proud to celebrate our employees’ longevity here.
• Competitive salary, paid time off, eligible quarterly bonuses, and other incentives
• Healthcare and Wellness benefits for eligible employees (Medical, Dental, Vision, and more)
• Employee Assistance Program available 24 hours a day, 7 days a week, 365 days a year with confidential counseling and support
• Employee engagement events (in-person and virtual) all year-round
• Opportunity to develop your talent and grow within John Paul or ACCOR (our parent company) brands across the world!
• Exclusive discount and travel programs with ACCOR Hotels and our preferred partners
• Receive an IATA card with additional travel benefits and discounts  

KEY RESPONSIBILITIES 

Concierge Service

·      Establish, lead, and mentor a team of luxury concierges to deliver superior service while cultivating a culture of excellence.

·      Design and oversee the delivery of tailored travel experiences.

·      Manage complex guest requests and address VIP escalations effectively.

·      Coordinate and collaborate with elite service providers, guest services, onboard teams, land operations, and luxury partners to enhance the guest experience.

·      Facilitate post-journey follow-ups and assist with future bookings.

Guest Relations

·      Serve as the primary point of contact for guest inquiries concerning upcoming journeys and bespoke experiences.

·      Provide strategic support to all relevant teams, aligning methodologies and optimizing performance accordingly.

·      Foster robust relationships with elite service providers, luxury partners, and operational teams to drive revenue and elevate guest expectations.

·      Ensure that strategies align with the broader vision and organizational objectives.

Process Optimization

·      Streamline processes and develop standard operating procedures to improve efficiency among elite service providers, guest services, onboard teams, land operations, and luxury partners.

·      Draft and implement best practices to guarantee consistency and effectiveness in managing guest requests in accordance with the company’s standards and values.

·       Promote ongoing improvements in guest satisfaction and team performance.
Any other duties that are needed to drive to the vision, fulfill our mission, and abide by the values of this organization

JOB REQUIREMENTS 

• A preference for three or more years of experience in a concierge role.
• Demonstrated leadership experience within a luxury hotel, cruise operations, yachting services, private client services, or family office environments.
• Clef D'Ors Certification is required.
• Extensive knowledge of private transportation, dining options, entertainment, and local attractions is essential.
• Preferably possesses existing relationships with vendors, restaurants, and attractions to facilitate exclusive guest access.
• Proficiency in effective verbal and written communication
• Proficient use of Microsoft Office Suite, including Excel and Outlook, is required.
• Capability to identify problems, analyze situations, and develop innovative solutions.
• Possess the ability to perform effectively in this role.

EEO — We are an Equal Opportunity Employer

John Paul values diversity and respect in the workplace; it's integrated into our corporate values. We celebrate and welcome diversity and are committed to creating an inclusive and equitable environment. 

Furthermore, we expect every member of the John Paul community to do their part to cultivate and maintain an environment where everyone has the opportunity to feel included and is afforded the respect and dignity they deserve. Persons with disabilities who may need accommodations for any part of the recruiting process are encouraged to discuss this with the Hiring Manager during contact.

VISA REQUIREMENTS

US Work Authorization is required.