What are we looking for
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,…