Corporate Lifestyle Manager

For the world’s most discerning individuals, brands and corporates, Quintessentially is the ultimate destination for comprehensive lifestyle management and brand experiences. It’s the pinnacle of personalisation and the epitome of exclusivity.

Combining an unwavering commitment to redefining excellence with a clientele that demands nothing short of perfection, Quintessentially elevates every aspect of its clients’ lives to unparalleled heights through meticulous attention to detail.

As the world’s leading luxury lifestyle management group, Quintessentially has not only paved the way in this space but continues to shape a new standard for luxury concierge services.

Our Corporate Members can be based around the globe, but you will primarily service members in the US. They can place a variety of lifestyle and leisure-related requests for assistance with our Lifestyle Management team. They can do this via telephone, email or chat which will be received, acknowledged, researched & actioned by a team of Lifestyle Managers in a timely manner.

You will be assisting a group of Dedicated Members assigned to you, and you will be in contact with them on a one-to-one basis.

• Adhere to company-standard phone greeting with appropriate member address and consistent courtesy.
• Select the appropriate communication channel based on member preference.
• Keep members updated regularly; set clear deadlines for updates and proactively revise them if needed.
• Provide realistic, on-the-spot assessments of completion time frames and manage expectations accordingly.
• Take full ownership of requests, aiming to complete within one shift whenever possible.
• Log every action in CRM to ensure continuity and accurate reporting for colleagues and clients.
• Follow up with members post-request to obtain feedback and record in CRM
• Maintain complete and accurate request files in CRM, including mandatory fields before closing.
• Update member records (e.g., passport details, loyalty program numbers) when relevant to ongoing service.
• Adhere to specific guidelines and SOP’s for each corporate client.
• Liaise with Account Management to ensure CRM housekeeping tasks from management reports are updated within agreed deadlines.

• You may require to curate content specific to corporate accounts when required for proactivity.
• Providing quality suggestions at all times which exceed Member expectations.
• Asking intelligent, category-related questions – become familiarized with ‘category criteria’ so it becomes 2nd nature (what questions to ask when you receive certain request types to ensure in line with Members’ needs).
• Obtaining Member’s criteria at first contact – avoiding time delays due to missing data.
• Taking initiative and going the extra mile – anticipate additional services & requirements depending on request type (hotels, airport transfers, spas, early/late check in, restaurant reservations).
• Sending clear final confirmations – to include all details of booking.
• Adhere to the Service Level Agreements according to the Membership type and the specific account.
• Use our telephony system to answer and field calls to your colleagues. Support your colleagues in the US team and help your team with requests.
• Dealing with challenging situations and complaints to the best of your ability before escalating to management.

• Work background in any of the following sectors/areas:
  Personal Assistant, Customer Service, Guest Relations, Lifestyle and or Account Management, luxury travel & leisure.
• In-depth understanding of requirements involved in the lifestyle management of affluent, high-net worth individuals.
• Good knowledge of worldwide travel destinations & luxury products/services preferred but not essential.

• Excellent written & oral communication - fluent in English, Portuguese and Spanish a MUST. Other languages advantageous.
• Passionate about customer service & delivering service excellence.
• Diplomatic service and communication skills needed.
• ‘Can-do’ attitude – ready to get involved at all times.
• Fast learner – adapting to new processes in rapid change climate.
• Creative problem solving & top-notch organizational…