Leigh Wilson
Glasgow, Scotland
Summary
Accomplished and detail-oriented VIP International Concierge with over 10 years of experience delivering exceptional service to ultra-high-net-worth clients globally. Adept at orchestrating complex luxury travel arrangements, including chartering private yachts, booking exclusive villas, and securing private jet services, ensuring a seamless and personalized experience for discerning clientele. Renowned for maintaining the highest standards of discretion and confidentiality, I excel in tailoring bespoke solutions to meet individual client preferences and exceed expectations. Demonstrated expertise in cultivating long-lasting client relationships through attentive service, proactive communication, and an unwavering commitment to excellence, resulting in consistently high client satisfaction and loyalty.
Overview
8
8
years of professional experience
Work History
CONCIERGE
FREELANCE/SELF EMPLOYED
02.2020 - Current
- Luxury Travel Coordination: Expertly manage travel arrangements for ultra-high-net-worth clients, including the booking of private jets, yachts, and exclusive villas worldwide. Ensure seamless execution of itineraries by liaising with high-end service providers and luxury accommodation venues.
- Personalised Service Delivery: Customise travel experiences to align with client preferences, enhancing their lifestyle with bespoke solutions tailored to their needs. Anticipate client desires and proactively offer recommendations for exclusive experiences and destinations.
- Luxury Lifestyle Management: Assist clients in lifestyle management tasks, such as personal shopping, private chef services, and health and wellness arrangements. Organize personal appointments, including spa treatments and private fitness sessions.
- Client Relationship Management: Cultivate and maintain strong relationships with clients, fostering trust and loyalty through consistent communication and discretion. Handle sensitive client information with the utmost confidentiality.
- Vendor Negotiation: Establish and maintain strategic partnerships with luxury service providers, securing preferential rates and priority access to exclusive properties and services. Negotiate contracts to ensure optimal client satisfaction and cost efficiency.
- Crisis Management: Navigate unexpected changes or issues in travel plans by employing quick-thinking problem-solving skills. Coordinate alternative arrangements and manage communications to minimise client inconvenience.
- Event Coordination: Orchestrated high-profile events and exclusive experiences for clients, including private parties, cultural excursions, and corporate gatherings, ensuring meticulous planning and flawless execution
- Exclusive Access Procurement: Secure VIP access to high-demand events, including private parties, major international film festivals, and premier music festivals featuring the biggest DJs. Leverage extensive industry connections to obtain tickets, book the best tables, arrange backstage access, and provide exclusive experiences at top nightlife venues worldwide. Organise meet-and-greet opportunities with renowned artists and DJs, ensuring clients enjoy unparalleled access to elite entertainment experiences. Coordinate seamless entry to prestigious events, guaranteeing a truly unforgettable and personalised nightlife experience for ultra-high-net-worth clients.
- Bespoke Itinerary Design: Create customised travel itineraries that include private tours, exclusive dining experiences, and cultural excursions. Coordinate with local experts to provide unique and authentic experiences tailored to client interests.
- Market Analysis: Conducted ongoing research on luxury travel trends and emerging destinations to offer clients cutting-edge recommendations and maintain a competitive edge in service offerings.
- Training and Development: Developed training programs for concierge staff to enhance service delivery and improve client interactions. Mentored team members to ensure professional growth and high performance.
- Security and Privacy Assurance: Collaborate with security teams to ensure clients’ safety and privacy during travel and events. Implement measures to protect client information and maintain confidentiality.
- Feedback Implementation: Gathered and analysed client feedback to continuously improve services and exceed client expectations. Implemented changes based on client input to enhance the overall experience.
FLOOR MANAGER
BEST PARTIES EVER
11.2022 - 01.2023
- Trained staff on restaurant policies and procedures, guest service techniques and communication skills to ensure positive experience.
- Supervised event happenings and intervened quickly to resolve problems.
- Engaged clients to understand requirements and handled contract signing, fee collection and event booking activities to facilitate event planning.
- Championed 100% guest satisfaction by providing excellent dining experience.
- Guaranteed compliance with food safety procedures and quality control guidelines.
- Designed table settings to be aesthetically pleasing and comfortable for guests, upholding venue's customer service standards.
- Demonstrated leadership with hands-on approach in completing daily tasks and motivating team through pre-shift briefs.
PROMOTOR & SALES TEAM MEMBER
LETS PARTY TONIGHT MIAMI
03.2022 - 05.2022
- Built strong rapport quickly with prospective clients to maximise revenue.
- Identified customer requirements and needs and tailored sales pitches and product recommendations to highlight relevant services.
- Created sales reports for management, providing data on product samples distributed and sales achieved.
- Addressed customer questions and queries, demonstrating detailed product knowledge to deliver strong customer service.
- Received and processed customer payments, recording transactions and stock levels accurately.
PROMOTOR & SALES TEAM MEMBER
MIA BEACH CLUB TULUM
12.2021 - 03.2022
- Collaborated with team members to achieve target results.
- Identified customer requirements and needs and tailored sales pitches and product recommendations to highlight relevant services.
- Kept up-to-date with competitor products, tailoring promotional activity to highlight unique offering of products and company.
- Addressed customer questions and queries, demonstrating detailed product knowledge to deliver strong customer service.
- Followed up with interested customers, suggesting purchase options and inviting to upcoming events.
- Built strong business network, always searching for new business opportunities.
VIP WAITRESS
OBEACH CLUB IBIZA
01.2021 - 01.2022
- Up sell & Cross sell packages & products.
- Thrived in fast-paced environment with energy and enthusiasm.
- Anticipated and addressed guests' service needs.
- Resolved customer complaints promptly, escalating larger operational concerns to management.
- Proactively checked in on guests regularly, ensuring guest satisfaction was maintained.
- Maintained excellent customer satisfaction by providing service with a smile and proactively going the extra mile to sort requests.
- Optimised customer experience, serving each guest with sincere, positive and enthusiastic attitude.
- Retained knowledge of current menu selections for accurate, reliable customer guidance.
- Maintained brand image by keeping neat personal appearance.
- Upheld high standard of cleanliness in all work areas to comply with health and safety regulations.
VIP WAITRESS & PR
MANTIS CLUB DUBAI
01.2018 - 01.2021
- Advised guests on upcoming events to generate repeat business.
- Delivered personalised, customer-focused experience, catering to specific additional needs and requests.
- Planned and organised functions and verified events ran smoothly to satisfy client visions.
- Maintained cleanliness and high presentation standards at club entrance.
- Cultivated lasting relationships with customers to instill loyalty and return.
- Positively greeted guests on arrival and departure, in line with club's tone and aesthetic.
- Kept up-to-date with competitor products, tailoring promotional activity to highlight unique offering of products and company.
- Identified customer requirements and needs and tailored sales pitches and product recommendations to highlight relevant services.
HEAD HOSTESS
LOVE PARTIES DUBAI
01.2018 - 01.2019
- Engaged proactively with guests to confirm satisfaction with service, food and drinks.
- Coached and developed junior staff members, leading by example to maintain first-class service.
- Assisted in training new team members in restaurant corporate policies and procedures to guarantee consistent customer service.
- Proactively engaged with guests to confirm satisfaction with service, food and drinks.
- Handled customer complaints politely and professionally, escalating complex complaints to managers for assistance.
SALES BANKING ADVISOR
CLYDESDALE BANK
01.2017 - 01.2018
- Handled customer concerns and escalated major issues to supervisor.
- Managed complaints with calm, clear communication and problem-solving.
- Demonstrated consistent hard work and dedication to achieve results and improve operations.
- Created plans and communicated deadlines to complete projects on time.
- Diffused challenging situations using conflict management techniques.
- Delivered comprehensive and supportive customer service to all clients using exceptional customer service skills.
- Researched and investigated loan application lists to prevent loanees defaulting on repayments.
- Helped facilitate client loan drawdowns, repayments and settlements.
- Managed heavy daily workload of client meetings, reporting and administrative processing using exceptional multitasking and prioritisation skills.
- Demonstrated keen analytical skills, maximising positive outcomes from financial data and reporting.
- Delivered high-performing initiatives to improve customer and business experiences and outcomes.
- Conducted due diligence on customers, obtaining various records to demonstrate suitability for loan applications.
- Prepared range of written communications, documents and reports.
Education
Bachelor of Arts - Business Event Management With Honours
Glasgow Caledonian University
2017
Skills
- Staff Training
- Organisation
- Effective Time Management
- Communication & Interpersonal Skills
- Ability to Work Under Pressure
- Self-motivation
- Leadership
- Adaptability
- Teamwork
- Strong Work Ethic
- Promotional Sales
- Event Organisation
- Luxury Travel Planning
- Client Relationship Management
- Vendor Negotiation
- Problem Solving and Crisis Management
- Discretion and Confidentiality
- Cultural Competence
Humanitarian Work
Food Bank Volunteer
Old Kilpatrick Food Parcels When the pandemic hit, I assisted a neighbour in aiding the most vulnerable in our area when lockdowns started. This grew to become a Foodbank which is now a registered charity still in use to our local community today.
● Acted as counsellor to
vulnerable recipients requiring
advice and assistance.
● Practised discreetness and in
handling confidential information to respect privacy laws and regulations.
● Prepared wide range of dishes, meals and snacks for guests using available resources.
● Managed stock counting, ordering and replenishing by ringing local shops and volunteers.
● Participated in fundraising activities to raise money and support food bank needs.
● Participated in food bank meetings to discuss developments and ways to improve services and quality.
● Made guests feel comfortable and welcomed by greeting in warm and friendly manner.
Recorded quantity of food donated to food bank to maintain accurate information and data.
Additional Information
- STCW
- Medically trained.
Timeline
FLOOR MANAGER
BEST PARTIES EVER
11.2022 - 01.2023
PROMOTOR & SALES TEAM MEMBER
LETS PARTY TONIGHT MIAMI
03.2022 - 05.2022
PROMOTOR & SALES TEAM MEMBER
MIA BEACH CLUB TULUM
12.2021 - 03.2022
VIP WAITRESS
OBEACH CLUB IBIZA
01.2021 - 01.2022
CONCIERGE
FREELANCE/SELF EMPLOYED
02.2020 - Current
VIP WAITRESS & PR
MANTIS CLUB DUBAI
01.2018 - 01.2021
HEAD HOSTESS
LOVE PARTIES DUBAI
01.2018 - 01.2019
SALES BANKING ADVISOR
CLYDESDALE BANK
01.2017 - 01.2018
Bachelor of Arts - Business Event Management With Honours
Glasgow Caledonian University
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