Concierge

Company Description

A&B Luxury is a digital marketing agency dedicated to luxury and premium brands. We pride ourselves on making promises we keep, with a commitment to exceed client expectations without extra charges for additional efforts. Our team comprises world-class experts certified in various digital marketing domains, and we maintain a rigorous focus on delivering measurable ROI, whether for brand exposure or specific transactions.

Job description - Concierge (Gujarati + English)

Role : Front-line concierge for HNI / VIP clients — routing requests, fixing problems, and orchestrating flawless experiences.

Location : Remote

• What you’ll doOwn client interactions : calls, WhatsApp, email; respond within SLA; close the loop.
• Arrange end-to-end concierge tasks : reservations, travel support, appointments, deliveries.
• Coordinate with suppliers / partners; negotiate practical outcomes without drama.
• Preempt issues : confirmations, reminders, backups; document everything in CRM.
• Escalate only when required; otherwise solve it yourself.
• Must-haves (non-negotiable)Fluent Gujarati + English (speaking, reading, writing).
• 0–2 years in concierge / guest relations / front office / EA / hospitality.
• Good-to-haveLuxury hospitality or UHNI family office exposure.
• KPIs (how we’ll judge you)First-response time : ≤15 mins during shift
• Resolution time : ≤24 hrs for standard requests
• Client satisfaction (CSAT) : ≥4.7 / 5
• Task accuracy : ≥98% (no missed confirmations, names, times)
• Escalations due to preventable errors : 0 / month
• Compensation & perksPhone + travel reimbursements
• Health cover
• 12 paid leaves
• Clear growth : Senior Concierge → Concierge Lead → Client Ops Manager
• Work style we expectProactive, not reactive. You confirm before we ask.
• You protect client privacy diligently.