Employment Type
: Full-time | On-site

Location
: Bogor, West Java

Department
: Concierge

Role Purpose

The
Owner Priority Concierge: Travel & Experience
is responsible for delivering a highly personalized, discreet and premium travel and lifestyle experience for Tiara Hana's Co-Owners. This role acts as the primary point of contact for Owner-related travel, stay coordination and special requests, ensuring each interaction reflects exclusivity, care and brand elegance.

This position goes beyond travel bookings. It's about
relationship management, anticipation of needs and protecting the Owner experience
throughout pre-arrival, stay and post-stay journeys.

Key Responsibilities

Owner Experience & Relationship Management

• Serve as a dedicated concierge and travel advisor for Tiara Hana Co-Owners (Owner Priority segment).
• Build and maintain strong relationships with Owners by understanding their preferences, travel patterns, dining habits, and lifestyle needs.
• Position all communications with Owners in a polite, elegant, and privilege-oriented tone aligned with Tiara Hana's brand values.

Travel & Stay Coordination

• Manage pre-arrival arrangements including transportation, dining reservations, special requests, and personalized experiences.
• Assist Owners during arrival, stay, and post-stay to ensure a seamless and memorable experience.
• Coordinate with internal and operational teams to ensure Owner requests are executed accurately.

Communication & Personalization

• Draft and deliver personalized communications via WhatsApp, call, or email for:

• Entitlement reminders

• Special offers and add-on experiences

• Travel suggestions and seasonal highlights

• Handle booking inquiries with responsiveness, professionalism, and attention to detail.

Feedback, Profiling & Continuous Improvement

• Collect post-stay feedback and testimonials (with permission) for service improvement.

• Maintain accurate Owner profiles and interaction records in the Concierge database/system.

• Record Owner interests and feedback for future personalization and follow-ups.

Reporting & Collaboration

• Prepare weekly and monthly reports related to Owner activities, bookings, and concierge operations.

• Share insights and outcomes with the team for follow-up actions or service enhancements.

• Ensure all reporting and data updates are completed accurately in the designated systems.

Key Competencies & Skills

• Strong service mindset with high emotional intelligence.

• Excellent communication skills (written and verbal).

• Detail-oriented with strong coordination and follow-up ability.

• Able to manage multiple Owners and requests simultaneously.

• Discreet, trustworthy, and comfortable handling high-value clients.

• Familiarity with hospitality, travel planning, or concierge services is a strong advantage.

Preferred Background

• Experience in
hospitality, luxury travel, concierge services, or premium customer relations
.

• Comfortable working with high-profile or priority clients.

• Strong administrative and reporting skills.