Concierge Manager

November 25

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FlyFlat

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Transport • B2B • SaaS

FlyFlat is a travel concierge and booking service that uses proprietary software, vendor relationships, and eleven specialized booking strategies to source deeply discounted international business and first-class flights. The company offers 24/7 white-glove concierge support, enterprise and individual plans (Explorer and Premier), and handles flight bookings, seat selection, loyalty management, hotels and transfers to save busy professionals and companies time and money. FlyFlat targets long-haul premium-cabin travel between major regions and emphasizes time savings, personalized service, and guaranteed discounts for members.

51 - 200 employees

🚗 Transport

🤝 B2B

☁️ SaaS

📋 Description

• Lead and Develop Your Team • Manage 3-4 Team Leads across all concierge functions • Provide daily coaching, feedback, and support to develop their judgment and leadership • Build a culture where ownership, precision, and empathy are balanced with speed and quality • Conduct regular reviews to support team member growth and performance • Own Shift Operations • Direct all client-facing operations during your shift with real-time decision-making • Allocate resources, manage escalations, and resolve complex issues with calm confidence • Ensure seamless handovers between shifts- nothing falls through the cracks • Maintain 95%+ SLA adherence and 98%+ data accuracy through effective systems and team management • Deliver Exceptional Client Experiences • Own the end-to-end client journey for your shift- every request, quote, booking, and follow-up • Personally handle VIP clients and high-complexity situations requiring senior judgment • Ensure clients receive timely updates, proactive solutions, and service exceeding expectations • Turn service recovery moments into opportunities that strengthen client relationships • Drive Process Excellence • Submit at least 2 documented process improvements per month that increase efficiency or quality • Spot patterns in client feedback, system inefficiencies, and team performance- then solve them systematically • Partner with Process Management and other teams to streamline workflows • Use data to make decisions, validate improvements, and track impact • Collaborate Across FlyFlat • Work closely with Product, Operations, and Leadership to implement new systems and scale consistency across shift • Represent the voice of both clients and your team in strategic discussions • Contribute insights that shape how we grow globally while maintaining service quality

🎯 Requirements

• 4+ years in luxury travel, hospitality, or high-touch service operations • 2+ years in a leadership or management role- you've coached teams, not just managed tasks • Strong GDS proficiency, ideally Sabre- you're comfortable with fare rules, complex routing, and ticketing • Data-driven approach- you use metrics to spot trends and improve performance • Excellent written and verbal communication- you can coach with clarity and write polished client messages • Calm under pressure- when everything hits at once, you're the steady presence • Experience with international business/first-class bookings or award travel programs (Nice to have) • Familiarity with tools like Asana, Periskope, Stripe, or similar workflow/CRM platforms (Nice to have) • Track record of building or improving operational processes, SOPs, or training programs (Nice to have) • Experience managing remote, global teams (Nice to have) • Background in luxury hospitality brands (hotels, premium concierge services) (Nice to have)

🏖️ Benefits

• Travel perks: Access to FlyFlat's at-cost booking for personal travel • Clear career path with merit-based progression • Performance-based salary increases and bonuses tied to KPI achievement • Global collaboration with talented teams