Experience Manager

Ember Lifestyle Travel LLC

Role Overview

ember is seeking a proactive and detail-oriented Experience Manager to support daily VVIP guest operations, logistics, and ultra-luxury concierge coordination. This role ensures seamless execution of itineraries, rapid responsiveness to guest requests, and consistent delivery of high-touch service standards in a fast-paced environment.

Key Responsibilities

• Execute VIP itineraries including transport coordination, restaurant and venue reservations, activities, and bespoke experience arrangements.
• Provide immediate, high-quality concierge support, handling last-minute changes and operational challenges with accuracy and discretion.
• Serve as a point of contact for guests and their representatives, maintaining polished, professional, and protocol-aligned communication.
• Coordinate with hotels, chauffeurs, aviation partners, cultural venues, security teams, and premium service suppliers.
• Prepare operational documents including daily movement schedules, confirmations, preference sheets, and real-time updates.
• Support hosting duties during arrivals, departures, engagements, and events, ensuring smooth transitions and guest comfort.
• Escalate complex situations to senior team members while maintaining situational control and service consistency.
• Maintain strict confidentiality, cultural awareness, and adherence to luxury service etiquette at all times.
• Contribute to ongoing improvements in processes, SOPs, and guest experience mapping.