Luxury Travel Concierge

This role is open to candidates based in LATAM, Africa, and Eastern Europe. Please note that as this role supports U.S.-based clients, candidates must be available to work during U.S. business hours aligned with the client’s time zone. Our client is building a world-class luxury travel concierge service designed for high-net-worth members. Their approach centers on precision, calm execution, and exceptional service standards, ensuring every trip is delivered seamlessly behind the scenes. The team operates with a high bar for detail, ownership, and consistency to support flawless member experiences. Location Remote | Mexico City only | 9 AM - 5 PM EST Role Overview The Luxury Travel Concierge will serve as the operational backbone of the member travel experience, turning Travel Advisor direction into flawlessly executed trips. This is a high-ownership execution role focused on research, documentation, bookings, quality control, and real-time support, delivered with a calm, polished, luxury-standard tone throughout. This role is not responsible for sales or relationship ownership. Key Responsibilities ITINERARY BUILD & TRIP EXECUTION - Build and maintain clear, accurate, day-by-day itineraries based on Travel Advisor direction. - Translate traveler intent into structured trip plans through strong research and follow-through. - Ensure itineraries reflect the latest confirmations, changes, and member feedback. - Maintain clean and accurate documentation across internal systems, trip profiles, and notes. BOOKINGS & LOGISTICS - Execute bookings for flights, hotels, transportation, dining, and experiences. - Track confirmations, vouchers, special requests, and time-sensitive details with precision. - Manage changes, cancellations, and updates without disrupting downstream trip components. - Ensure alignment across all trip elements, including dates, transfers, and arrival logistics. MEMBER COMMUNICATION & SUPPORT - Communicate proactively with members via WhatsApp and email. - Deliver high-touch updates that feel calm, confident, and luxury-focused. - Follow up on open items, close loops consistently, and keep members informed end-to-end. - Translate vague or urgent messages into clear next steps and action plans. IN-TRIP MONITORING & ISSUE RESOLUTION - Monitor members traveling currently or within the next 48 hours. - Troubleshoot issues such as delays, missed connections, or vendor changes efficiently. - Escalate thoughtfully when judgment, decisions, or additional support are required. - Maintain service quality and composure under time pressure. OWNERSHIP, SOPS & QUALITY CONTROL - Follow SOPs, QA checklists, and internal standards to ensure near-zero-error execution. - Take ownership of member-impacting tasks even when responsibility is not explicitly assigned. - Ensure clean handoffs across shifts and teammates. - Flag edge cases early to prevent future disruptions. TOOLS & WORKFLOW - Maintain trip profiles, itineraries, and documentation using internal tools. - Communicate with members via WhatsApp and internal command center systems. - Collaborate with internal teams through messaging and workflow tools. - Participate in training on workflows and tools as provided. Qualifications EXPERIENCE - 2+ years of experience in hospitality, luxury service, concierge, travel operations, or premium customer support. - Experience coordinating complex itineraries involving multiple vendors and time zones. - Exposure to loyalty programs, award flight searches, or points redemptions is a plus. SKILLS - Strong critical thinking and judgment with the ability to solve complex problems independently. - Exceptional attention to detail with a high standard for accuracy. - Strong written communication skills that are polished, warm, and professional. - High level of organization with the ability to manage multiple trips and tasks simultaneously. - Comfort operating in an asynchronous, messaging-first environment. - Ability to remain calm under pressure while moving quickly without introducing errors. - Strong sense of ownership and accountability for member-impacting work. - Genuine interest in travel and global experiences. What Success Looks Like - Members feel consistently supported, informed, and taken care of. - Trips run smoothly with minimal last-minute issues. - Communication remains timely, calm, and clear—even under pressure. - Internal systems accurately reflect the real-world status of every trip. - Operational details are consistently executed without being dropped. Opportunity This role plays a critical part in upholding the client’s luxury standard. You’ll ensure that every travel vision designed by Advisors becomes a reality through precise execution and reliable support. It’s an opportunity to work behind the scenes on high-touch experiences while having a direct impact on member satisfaction and trust. APPLICATION PROCESS: TO BE CONSIDERED FOR THIS ROLE THESE STEPS NEED TO BE FOLLOWED: - Fill in the application form - Record a video showcasing your skill sets