Expect the best. Experience Better.
For the world’s most discerning individuals, brands and corporates, Quintessentially is the ultimate destination for comprehensive lifestyle management and brand experiences. It’s the pinnacle of personalisation and the epitome of exclusivity.
Combining an unwavering commitment to redefining excellence with a clientele that demands nothing short of perfection, Quintessentially elevates every aspect of its clients’ lives to unparalleled heights through meticulous attention to detail.
As the world’s leading luxury lifestyle management group, Quintessentially has not only paved the way in this space but continues to shape a new standard for luxury concierge services.
Our Mission:
We elevate lives by granting access to the very best that life has to offer and creating unforgettable moments through unparalleled personalisation and attention to detail.
Our Personality:
Curious: Our innate drive to learn and grow elicits innovation. Culturally attuned and inquisitive by nature, we seek always-on inspiration to deliver ideas impactfully.
Proud: Drawing upon our British heritage, we celebrate our accomplishments in a sophisticated and discerning manner that is executed through everything from our people to our communications.
Connected: Relationships are at the core of who we are. We make meaningful and lasting connections on a global scale between people, places, and perspectives that make an impact.
Our Values:
Expertise and industry knowledge: Always at the forefront of industry trends, our team of experts has the most extensive knowledge in the luxury sector. This enables us to service the most discerning individuals, create exceptional brand and travel experiences, and provide unparalleled corporate concierge support. But we never rest on our laurels. We continuously seek to enhance this reputation in order to give our members and clients the best service possible.
Attention to detail: We know it’s the smallest touches that make the biggest difference. That’s why we’re committed to providing an exceptional service through the highest level of attention to detail. From the ordinary everyday lifestyle requests to the extraordinary once-in-a-lifetime experiences, we ensure that every interaction, touchpoint, and detail is executed to the highest standard.
Member-first and client-focused: Our members and clients are our raison d’être. They place their trust in us, so we place them at the heart of everything we do. By building personal, long-lasting relationships with each individual member and client, we understand all their needs, preferences, and aspirations perfectly and tailor our services accordingly. With them in mind, we always strive to go above and beyond.
Pursuit of perfection: We know all our clients expect nothing but the best. That’s why we strive not only for excellence but to exceed all expectations. Our unmatched dedication to the pursuit of perfection – whatever that looks like to each individual client – is what sets up apart from the competition.
Philanthropic activity: We believe in the power of philanthropy and aim to contribute positively by leveraging our knowledge and influence across the luxury landscape. Bringing our clients and members along with us, we want to incite meaningful change and have a positive impact on the communities around us – from raising vital funds to spreading awareness.
Job Summary:
• Meeting the Member
First and foremost, you must secure a meeting with your new Member to get
to know their likes and dislikes. Find out about their family and their profession. This will need to include their preferences of restaurants, hotels, travel destinations and other details, such as information on their family and events in their personal calendar. You will need to ascertain the reasons why the Member joined and areas where they will benefit from their Membership with us. You will also be responsible for keeping our CRM system, Q Force up to date..
• Daily Management
Taking requests from the Member and responding to them within two hours or less. Requests can include anything from travel, diary management, booking restaurants, nightclubs, sending flowers, arranging cleaners, dog walkers – anything that is within reason and legal. You will be required to think outside of the box and reply to your Member with sufficient research and impressive ideas. You are required to call your Members on a monthly basis to see if there is anything you can help with. You will also be responsible for arranging to meet with your Member throughout the year a few times a year at least. Proactively let your Members know about relevant events or activities that would interest.
• SLAs
Adhere to the Service Level Agreements according to the Membership type (Corporate or Private) and the specific account.
• Up selling
It will be the Lifestyle Manager’s responsibility to up sell to the Member. This will include encouraging them to use our preferred suppliers and in-house brand services. Encourage Private Members to refer friends and family to buy a Membership and to familiarise yourself and where possible upgrade your Members to the Elite service.
• Admin
Use our telephony system to answer and field calls to your colleagues. Support your colleagues on the Dedicated team and help your team with requests when they are not in the office.
• Meetings:
Attend familiarisation trips that are on offer to learn more about our suppliers and brand services. Attend weekly team meetings.
Escalations:
Dealing with difficult Members and complaints to the best of your ability before escalating to your management.
Skills & Knowledge Sought:
* Work background in any of the following sectors/areas: Personal Assistant, Customer Service, Guest Relations, Lifestyle and or Account Management, luxury travel & leisure.
* Knowledge in handling executives, senior executives & VIP’s.
* In-depth understanding of requirements involved in the lifestyle management of affluent, high-net worth individuals.
* Good knowledge of worldwide travel destinations & luxury products/services preferred but not essential.
Requirements:
* Excellent written & oral communication - fluent English a MUST. Other languages advantageous.
* Passionate about customer service & delivering service excellence.
* Diplomatic service and communication skills needed.
* ‘Can-do’ attitude – ready to get involved at all times.
* Fast learner – adapting to new processes in rapid change climate.
* Creative problem solving & top notch organizational skills with attention to detail.
* The ability to prioritize, delegate and meet deadlines working under pressure.
* Proactive & reactive simultaneously - know the client base and anticipate their needs, show initiative.
* Ability to remain calm & courteous under pressure, and effective conflict management.
* Outstanding project management skills – effectively manage requests from initiation to completion.
* Self-starter & own manager – work autonomously.
* Strong IT & CRM systems skills (Q Force, Microsoft Office etc).
* Good team player – displays compassion towards fellow colleagues.
* Excellent interpersonal skills – outstanding telephone manner.
* Mature approach dedicated and committed with a strong drive.
* Reliability - excellent time keeping is crucial to this role.
* Experienced in dealing with confidential information using discretion and sensitivity at all times
Hours of work:
Contractual hours are from 0900 to 1730 Monday – Friday.
However, it may be the case that in order to fulfill the duties of the role, different or additional hours may be necessary.