The Role:
This role is responsible for overseeing a portfolio of private clients and ensuring the successful delivery of highly personalized services and experiences. Acting as the primary relationship owner, you will guide requests from initial inquiry through completion, coordinating with internal teams, external providers, and strategic partners to achieve seamless results.
This role requires exceptional organization, follow-through, and sound judgement. You will manage multiple concurrent priorities, navigate time-sensitive situations, and ensure that every detail is handled with accuracy and discretion. When challenges arise, you take ownership, identify solutions, and maintain confidence with clients throughout the process.
Success in this position depends on the ability to build trusted relationships, anticipate needs, and create value through strong professional networks. You will maintain a thorough understanding of each member's preferences and objectives while delivering a consistently high level of service across every interaction.
The role combines relationship management, operational coordination, and problem-solving in a fast-paced environment where adaptability, accountability, and attention to detail are essential.
***********************************Application Instructions****************************************
We read every application in full. Applications that do not follow these instructions will not be reviewed or considered.
Please submit your résumé and cover letter as a single PDF titled: Job Title_Last Name_First Name.
Required Documents:
1. Updated Résumé/CV
2. Cover Letter answering both of the following questions:
- Describe a time a client-facing situation went badly wrong on your watch. What did you do in the first ten minutes, what decisions did you make, and what did you change afterward to prevent it from happening again? (maximum 300 words).
- Name three venues, partners or contacts in New York you can activate directly, and tell us what you can realistically get done with each.
Required Experience & Qualifications:
Please review the requirements below carefully. Applicants who do not meet these qualifications will not be considered.
- High-touch client service experience. Minimum of seven (7) years of experience supporting discerning clientele in luxury hospitality, private residences, executive support, membership organizations, travel, aviation, yachting, family office environments, or comparable service-driven settings.
- Operational ownership. Experience overseeing service delivery, client requests, events, household operations, or other complex workflows where coordination, execution, and follow-through were your direct responsibility.
- Client issue resolution. Demonstrated experience resolving service challenges, managing escalations, and maintaining client confidence during difficult situations.
- Complex coordination and logistics. Proven ability to manage multiple priorities, stakeholders, vendors, schedules, and deliverables simultaneously while maintaining accuracy and attention to detail.
- Exceptional attention to detail. Highly organized with strong follow-through, quality control habits, and a track record of delivering accurate work in fast-paced environments.
- New York City presence. Must be based in the New York metropolitan area and able to maintain an in-person presence with clients, partners, and colleagues as required.
- Professional network and relationship-building capability. Established relationships across hospitality, dining, entertainment, travel, retail, cultural institutions, member organizations, or related industries, with the ability to develop and leverage connections that enhance the client experience.
Essential Duties & Responsibilities:
Essential duties and responsibilities of this role include, but are not limited to, the following:
Client Relationship Management
- Serve as the primary point of contact for a portfolio of private members, building trusted and long-term relationships.
- Develop a deep understanding of each member's preferences, priorities, and expectations to deliver highly personalized service.
- Act as a strategic resource and advocate for members, ensuring a consistently exceptional experience.
Service Delivery & Execution
- Manage requests from initial intake through completion, coordinating with internal teams, external partners, and service providers.
- Oversee multiple concurrent projects, requests, and time-sensitive priorities while maintaining quality and attention to detail.
- Anticipate potential challenges, proactively identify solutions, and ensure seamless execution across all deliverables.
- Maintain clear communication with stakeholders throughout the lifecycle of each request.
Problem Resolution & Escalation Management
- Take ownership of service issues and client concerns from initial identification through resolution.
- Communicate transparently and professionally when expectations, timelines, or circumstances change.
- Exercise sound judgment when escalating matters and present recommended solutions whenever possible.
- Identify opportunities for process improvement to prevent recurring issues.
Network Development & Resource Management
- Build, maintain, and expand relationships with partners, vendors, and industry contacts that enhance the member experience.
- Source and coordinate opportunities, services, reservations, events, and experiences that align with member needs.
- Represent the organization professionally and strengthen relationships that create long-term value for members.
Systems, Documentation & Business Contribution
- Maintain accurate client records, activity notes, and service documentation to support continuity and collaboration.
- Track requests, follow-ups, and outcomes with a high degree of organization and accountability.
- Contribute to member satisfaction, retention, and overall business performance through exceptional service delivery.
- Handle all client information with the highest level of professionalism, discretion, and confidentiality.
How We Evaluate Success in This Role:
The strongest Relationship Managers managing Private Members share several key characteristics. We assess these qualities throughout the application and interview process.
- You identify opportunities, anticipate challenges, and take action without needing direction.
- You understand the needs and priorities of clients, partners, and colleagues, and adapt your approach accordingly.
- You consistently follow through on commitments, manage deadlines effectively, and can be trusted to deliver without close supervision.
- You take pride in your work, hold yourself accountable for results, and continually look for ways to improve.
- You remain calm, solution-oriented, and professional when managing competing priorities, unexpected changes, or demanding situations.
- You build trust naturally, communicate with empathy, and foster strong relationships with clients, partners, and colleagues.
- You approach challenges thoughtfully, work through complexity, adapt when information is incomplete, and maintain a high level of accuracy in your work.
This Role May Not Be the Right Fit If:
- You prefer working from detailed instructions rather than taking ownership and determining the next steps independently.
- You are uncomfortable taking responsibility for client concerns and seeing issues through to resolution.
- You have limited experience managing fast-moving environments where priorities can change quickly and execution matters.
- You are looking for a highly predictable role with clearly defined tasks and minimal interruptions.
- Building and maintaining professional relationships is not something you actively enjoy or prioritize.
- You require frequent follow-up or reminders to meet commitments and deadlines.
Schedule & Benefits
- Work Schedule. Standard business hours are Monday through Friday, 9:30 AM to 6:00 PM EST. This is a hybrid position requiring regular attendance in our New York office, typically 1–2 days per week.
- Flexibility & Responsiveness. While this role primarily operates during standard business hours, occasional evening or weekend availability may be required to support time-sensitive client needs or priority requests.
- Benefits Package. We offer medical, dental, and vision coverage with employer contributions, Flexible Spending Accounts for healthcare and dependent care expenses, a competitive paid time off program, a birthday holiday, and 401(k) eligibility beginning the first day of the month following your start date.
- Career Opportunity. This role offers exposure to a dynamic client environment, opportunities to build meaningful professional relationships, a collaborative and high-performing team culture, and the ability to grow your career within an expanding organization.
SALARY RANGE:
$80,000-$100,000 annually (commensurate with experience) + Commission
ABOUT QUINTESSENTIALLY
Expect the best. Experience better.
For the world’s most discerning individuals, brands and businesses, Quintessentially is the gold standard in luxury lifestyle management and curated experiences. With an unmatched global network and a heritage rooted in excellence, we are trusted by high-net-worth individuals and top tier corporates to deliver tailor made moments that transcend expectation.
From travel and entertainment to real estate, wellness and bespoke brand collaborations, Quintessentially is more than a concierge. It is a luxury consultancy that defines and elevates how our Members live.
Pay: $80,000.00 - $100,000.00 per year
Application Question(s):
- Does the compensation for this position align with your expectations?
- Are you comfortable working in a hybrid setting?
- Have you included a cover letter with your application? A cover letter is required for consideration.
Work Location: Hybrid remote in New York, NY 10018
