The Head of Concierge Services is responsible and accountable for the overall performance, quality, and development of the Concierge function/department.

The role combines operational leadership, exceptional client service, commercial awareness, and strong relationship management. The Head of Concierge Services is expected to be highly visible, proactive, and personally involved in the delivery of concierge services to clients, while continuously developing the company’s network of trusted partners and service providers.

Working closely with Hospitality Operations and all relevant departments, including Medical Operations, the Head of Concierge Services ensures that every request is handled professionally, efficiently, and with the highest level of discretion.

The role requires an established network within Zurich and the surrounding region, a strong understanding of the local luxury market, excellent negotiation skills, and the ability to represent the company confidently in front of ultra-high-net-worth clients and external partners.

Your Responsibilities

Concierge Leadership & Operations

• Take full responsibility for all Concierge Services and their day-to-day operation.
• Lead, manage, and develop the Concierge team.
• Ensure all client requests are handled promptly, accurately, and professionally.
• Maintain clear ownership of every request from initial enquiry through to completion.
• Establish clear operational standards, responsibilities, and service expectations within the Concierge function.
• Remain actively involved in complex, high-priority, or highly sensitive client requests.
• Ensure a consistent five-star level of service across all concierge activities.

Client Experience

• Act as a senior point of contact for clients when appropriate and represent the company with confidence, discretion, and professionalism.
• Understand individual client preferences, expectations, and requirements.
• Anticipate client needs and provide proactive solutions rather than simply responding to requests.
• Ensure every recommendation and arrangement reflects the standards expected by ultra-high-net-worth individuals (UHNWI).
• Maintain strict confidentiality and discretion at all times.
• Build trust and long-term relationships with clients through consistent, highly personalized service.

Zurich & Partner Network

• Further develop and expand the existing Concierge partner network across Zurich and the surrounding region.
• Identify, evaluate, and establish relationships with high-quality service providers, venues, experiences, lifestyle partners, and other relevant suppliers.
• Continue to expand the network beyond the immediate Zurich region where required by client demand.
• Maintain strong personal relationships with key partners and remain well connected within the local luxury market.
• Regularly review existing partners and assess their quality, reliability, pricing, service level, and relevance to the client base.
• Replace or renegotiate partnerships where better alternatives are available.

Commercial & Fiscal Responsibility

• Apply a strong fiscal mindset to all Concierge activities.
• Ensure the company consistently receives competitive and commercially advantageous terms.
• Negotiate pricing, preferred rates, payment terms, and other commercial conditions with partners.
• Seek the best available solution for the company without compromising the quality of the client experience.
• Review existing agreements and identify opportunities for improved commercial terms.
• Maintain appropriate cost control across Concierge Services.
• Ensure that costs, margins, and commercial arrangements are properly understood before commitments are made.
• Develop a clear understanding of the financial performance of the Concierge function.

Partner Management & Agreements

• Lead the selection and onboarding of Concierge partners.
• Maintain an up-to-date overview of existing partnerships and commercial agreements.
• Review and optimize existing contracts, agreements, rates, and service conditions.
• Establish clear expectations regarding service quality, availability, confidentiality, response times, and pricing.
• Monitor partner performance and address issues directly and professionally.
• Build long-term relationships with partners who consistently meet the company’s standards.

Collaboration with Hospitality Operations

• Work closely with the Director of Hospitality Operations to ensure seamless integration between Concierge and the wider Hospitality operation.
• Maintain close communication with Hospitality Operations regarding current clients, preferences, schedules, requests, and priorities.
• Ensure Concierge Services are fully aligned with the overall Client Journey.
• Support Hospitality Operations with complex or specialized client requests.
• Ensure a clear handover and communication process between Concierge and all other operational departments.

Collaboration with Medical Operations

• Maintain close coordination with the Medical Operations team.
• Ensure that relevant medical considerations are understood before leisure activities, excursions, experiences, or other external activities are proposed to clients.
• Confirm alignment with Medical Operations where a request or activity may have an impact on a client’s medical program or requirements.
• Respect the boundaries between medical recommendations and lifestyle services while ensuring both functions work together effectively.
• Establish a clear and reliable communication process between Concierge, Hospitality, and Medical Operations.

Standards & SOPs

• Establish, maintain, and continuously improve Concierge SOPs and service standards.
• Ensure all team members understand and consistently follow established procedures.
• Develop clear processes for handling requests, partner communication, approvals, bookings, payments, cancellations, and follow-up.
• Regularly review processes to improve efficiency and service quality.
• Introduce new standards where required as the Concierge operation and client expectations evolve.

Service Excellence & Continuous Improvement

• Drive a strong service-excellence culture throughout the Concierge function.
• Continuously evaluate the quality and efficiency of the service provided.
• Identify opportunities to improve the existing Concierge platform, partner network, processes, and client offering.
• Stay informed about new luxury experiences, services, venues, and opportunities relevant to the company’s clients.
• Bring new ideas and solutions to the organization rather than waiting for requests to arise.
• Ensure the Concierge offering continues to develop in line with the expectations of an ultra-high-net-worth clientele.

Leadership Style
The Head of Concierge Services is expected to be:

• Highly professional and confident in all situations.
• Strongly client-facing and comfortable interacting with ultra-high-net-worth individuals.
• Proactive, solution-oriented, and commercially minded.
• Highly discreet and trustworthy.
• Hands-on and personally involved in the operation.
• An excellent negotiator with strong commercial judgement.
• Well connected within the Zurich luxury hospitality and lifestyle market.
• Able to build strong, long-term relationships with both clients and partners.
• Consistent in communication, follow-through, and execution.
• A strong representative of the company’s values and standards.

You are/have

• Proven experience as a Head Concierge, Head of Concierge Services, or senior Concierge leadership position within the Zurich area.
• Established network of high-quality partners across Zurich and the surrounding region.
• Strong experience within luxury hotels, private residences, UHNW client services, luxury lifestyle management, private clubs, or comparable environments.
• Demonstrated experience managing and developing a concierge operation.
• Strong commercial and negotiation skills.
• Proven ability to secure competitive rates and favorable agreements with external partners.
• Excellent knowledge of the Zurich luxury market and surrounding destinations.
• Strong understanding of the expectations and discretion required when working with ultra-high-net-worth individuals.
• Excellent communication and interpersonal skills.
• Highly professional appearance and confident personal presence.
• Fluent English; German is highly advantageous.
• Strong organizational skills and the ability to manage multiple requests and priorities simultaneously.

What we offer

We offer a unique leadership opportunity in an exclusive luxury hospitality environment with an international clientele. Join a professional and dedicated team where you can shape operational excellence, elevate service standards, and make a meaningful impact. We offer competitive compensation and a dynamic, international working environment.

If you are passionate about luxury hospitality and exceptional service, we look forward to hearing from you!

Contact

Please click to apply or send your application in English with a letter of motivation, your CV, references and/or letters of recommendation.

(Recruitment takes place via our partner The Kusnacht Practice AG)