Lifestyle Concierge - Trilingual (English/Cantonese/Mandarin) - Hong Kong

To complement our APAC team in Hong Kong, we are looking for a Mandarin & Cantonese -speaking Luxury Lifestyle Manager in the area of Luxury Lifestyle Management.

If you have a proven luxury hospitality and/or Lifestyle Concierge background, with an excellent knowledge of the products and worldwide destinations associated with high-end travel and leisure, have outstanding sales and customer service skills and are enthusiastic and self-motivated to further your career with the best in luxury lifestyle management - Ten Lifestyle Group - want to hear from you!

We are looking for self-motivated, customer service-focused individuals who are passionate about providing the perfect concierge experience for our members every time - whether a short trip for business or a leisure holiday for the whole family. You will be able to build significant customer relationships, provide outstanding customer service, tap into your sales ability and excellent product knowledge.

Who are we?

Ten Lifestyle Group is an AIM-listed global travel and lifestyle concierge company founded in 1998 by Alex Cheatle and Andrew Long. Delivering unique travel, entertainment and dining experiences to the world, Ten is a vital part of the customer engagement strategies of leading premium financial services and consumer brands. Today, millions of members have access to Ten’s services across lifestyle, travel, dining, entertainment and retail benefits on behalf of over fifty clients including HSBC, Bank of America, Westpac and Royal Bank of Canada.

As well as offering a private membership tier, Ten serves some of the most valuable customers of the world's leading private banks, premium financial services and luxury brands. Corporate clients use Ten’s services to acquire, engage and retain affluent, high-net-worth customers. The service drives critical customer metrics, including revenue growth and Net Promoter Score, and supports digital transformation initiatives.

Ten's partnerships are based on multi-year contracts which generate revenue through platform-as-a-service and technology fees. Its operations are underpinned by an increasingly sophisticated personalisation platform comprising industry-first, proprietary technology, thousands of supplier relationships and 25 years of expertise delivered from 22 global offices. All Ten's services are made available to clients on either a white-label, co-branded, or affiliate partnership basis.

Looking ahead, Ten's strategy revolves around four key areas:

• Deliver a world-class member experience
• Invest in technology
• Expand contracts with new and existing clients
• Establish a foothold in new markets by leveraging its market-leading service proposition

For more information, please watch Ten's Growth Engine Video https://tenlifestylegroup.com/investors/#growth-en...

Key Responsibilities

• Service our members in a polite and professional way at all times
• Design requests by telephone and email in Mandarin, Cantonese and English mainly in the areas of restaurant/club reservations, gift organization, tickets (sports, culture), spa/fitness, yacht, flowers, transport, sightseeing for premium cardholders, considering all the needs of the customer
• To manage requests in line with agreed deadlines, proposing an excellent choice of options and fully engaging with the member to maximize the conversion of requests to bookings.
• Keep yourself up to date within all Lifestyle trends for the APAC market
• Active sale of promotions and exclusive events
• Proactively offer tailored lifestyle suggestions to your members to maximize the value they get from the service,
• Research the best options to meet exceed the lifestyle requirements of the member
• Approaching your work every day with a positive, solution-oriented, and supportive attitude

Requirements

If you have worked in Luxury Retail, Hotels and Resorts, Account Management, VIP Concierge, Luxury Travel - this could be an excellent career progression and an opportunity to work for a growing award-winning company.

• You MUST have excellent language skills in professional English and Mandarin, and/or Cantonese, in written and spoken (HSK K- advanced level, HSK 5 or 6).
• 2+ years experience in leisure orientated sector of business, hospitality, retail, leisure, Customer service, concierge or call center
• Exceptional verbal and interpersonal skills when dealing with members, suppliers and clients, working in a calm and professional manner at all time
• Strong administration skills and be able to prioritized workloads to meet strict deadlines
• Have a strong passion for everything related to travel and the luxury lifestyle, including gastronomy, events and culture
• Are service-oriented, flexible and able to work under pressure
• Have a positive attitude and identify with Ten Group values
• Value exceptional service and live by this motto
• Computer Literate: to a high level and proficient with all Microsoft Office programs (Outlook, Excel, Word, PowerPoint) ; additional software or CRM tools experience of advantage

Guidelines for Home Office :

• Located anywhere in Hong Kong
• A secure home office at your confirmed address, free from background noise or other distractions
• Internet service must meet minimum requirements and minimum speed check must be completed
  
  Additional Attributes:
• Adaptability to change and evolving environments.
• Ability to work independently while demonstrating accountability.
  

Flexibility : This position is a full-time 40-hrs per week role on a shift basis, The right candidate needs to be flexible in offering their services between the hours of 07:00-22:00pm local time, Monday to Sunday, including Public Holidays.

Benefits

Our people are at the heart of the business and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.

Rewards designed around you:

• A competitive salary depending on experience, plus performance-based bonus.
• Remote work arrangement (T&Cs - within Hong Kong borders)
• Paid time away from work. Our employees enjoy a competitive paid time off package, including a day each year to volunteer time for a good cause that is important to you.
• Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave
• Extra Rewards. Lucrative Ten Loyalty Rewards program.
• Remote Working Holidays - possibilities to Travel and Work!
• Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would!
• Be part of our global, dynamic, and inclusive Team, with diversity at its core.
• Genuine career opportunities within a dynamic and international company.

Commitment to Diversity

We encourage diverse philosophies, cultures and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline or terminate, will be based on merit, competence, performance and business needs.

“Ten works with a small preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time. Ten Group is not responsible for any fees related to unsolicited resumes.”