Concierge Manager | Audley Careers Hello, world!

Concierge Manager, London;Witney

Salary: Dependent on Experience

About us
Audley Travel is an award-winning, consistently recognised tour operator that specialises in tailor-made travel in over 80 countries. Our clients come to us because we are the true experts of the region and use our knowledge to provide meaningful travel experiences. Our employees are passionate about travel and exploring other cultures.  This year, we are proud to be celebrating 25 years of travel.  Take a look at our video below to get a real taste of who we are and what we love doing:

The role
As a Concierge Manager you will be responsible for coordinating, resourcing and managing the Concierge Team to maximise the conversion of a range of initial sales enquiries.

With support and direction from the Head of Trading, the Concierge Manager is responsible for delivering excellent sales conversions through a team of dedicated Concierge Specialists. The role is also focussed on the day to day management of the team, ensuring that workload is managed effectively and adherence to team KPIs is met. This will require you to focus on the development, performance management and motivation of the team, and leading by example in setting a professional and productive environment with a positive approach to change.

Key responsibilities include:
  • Create a positive, competitive and supportive sales environment which promotes the Audley values and where excellence in sales and service is promoted, recognised and rewarded
  • Create a motivational and competitive environment through use of innovative incentives, team-building exercises and positive attitudes
  • Be responsible for the productivity and efficiency of your team aiming to deliver and overachieve the teams KPIs
  • Employ situational leadership/adaptive management to get the best out of each individual team member from new starters to high performers
  • Manage resource levels within the team, considering holidays, familiarisation trips and requirements for new starters to ensure there are enough staff available to handle the volume of enquiries and maximise productivity
  • Recruitment of new concierge specialists according to business need
  • Promote a culture of continuous learning and development within the team by setting clear objectives and holding team members to account for working towards their personal and professional goals
About you
You will have a proven track record of consistent strong sales and high customer service feedback, alongside experience of managing a sales team.

Additional experience required:
  • Excellent communication and interpersonal skills
  • Strong planning and organisational skills
  • Able to analyse any potential issues and problem solve effectively
  • Attention to details and administration skills
  • MS Office skills and familiarity with databases
  • Able to work under tight deadlines
We believe it's our people that make the difference and who build Audley into the success it is today. We pride ourselves on enabling people to reach their full potential through promoting and celebrating a diverse and inclusive working environment.

Keeping all of our employees safe is our first priority, especially during the COVID-19 Pandemic. We are currently working 100% remote and will continue to do so until we feel it’s safe and the Government has given us the go ahead to return to our amazing offices, which we miss…a lot! As a result, all interviews are being conducted via Microsoft Teams and all our new joiners are onboarding remotely.

Audley Travel operates a 7-day week experience for our clients. Working with us, you can expect the majority of your time to be worked between the hours of 9am – 5:30pm Monday to Friday, alongside one evening per week. In addition you will be expected to work weekends with corresponding days off during the week. To help you continue to plan your personal lives, we share these rota’s one quarter in advance. 
We know that work life balance is key, which is why Audley embraces a ‘Smart working’ culture. This allows all of our employees to have more choice and flexibility when it comes to deciding where, when and how we work, including the opportunity to work elsewhere up to 80% of the time.

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