Director of Service

ABOUT MARCHAY

Marchay is a curated, membership-based travel service and community for some of the world’s most sophisticated travelers. Broadly recognized as one of the country’s most elite luxury travel services, Marchay provides members with dedicated, unbiased support from a highly experienced travel team. Membership includes unlimited bespoke trip planning and execution, access to pre-vetted private homes and villas, and preferred partner benefits at more than 1,200 luxury hotels worldwide.

ROLE SUMMARY

Are you passionate about luxury travel and creating memorable, highly personalized experiences? We are looking for a thoughtful, service-driven leader who thrives on delivering exceptional hospitality, building strong relationships, and helping a talented team exceed member expectations.

The Director of Service leads Marchay’s team of experienced Travel Advisors, with responsibility for delivering exceptional member experiences, developing and supporting a high-performing team, and ensuring the thoughtful, consistent execution of Marchay’s service standards. This role combines people leadership, operational oversight, and hands-on problem solving, while partnering cross-functionally to strengthen the member experience and support the continued growth of the organization.

Please note that this is a remote role.

CORE RESPONSIBILITIES

Lead the Service organization, fostering a culture of exceptional hospitality, ownership, collaboration, and consistently high-quality member service.

Coach, develop, and support Service leaders and advisors, including onboarding, training, feedback, and performance management.

Maintain a strong understanding of the quality and consistency of member service, using thoughtful performance indicators and team feedback to identify opportunities for improvement.

Serve as a senior point of escalation for complex member situations, guiding service recovery and ensuring issues are handled with sound judgment, urgency, discretion, and care.

Partner cross-functionally with Membership, Operations, and Executive Leadership to improve workflows, anticipate resourcing needs, and support the thoughtful scaling of the Service organization.

Identify and implement opportunities to enhance the member experience, advisor effectiveness, and day-to-day Service operations.

Build and maintain strong relationships with luxury travel partners, suppliers, and industry organizations to enhance service delivery and support key business priorities.

Requirements

• CORE REQUIREMENTS
• 8–10+ years of experience in luxury travel, hospitality, service leadership, or a related high-touch client environment
• At least 5 years of experience as a luxury travel advisor
• Meaningful people leadership or team mentorship experience
• Strong experience handling escalations, service recovery, and complex client situations
• Deep understanding of high-touch service expectations and advisor support in a luxury environment
• Experience creating structure, training, and process improvements within growing teams
• Familiarity with travel industry partnerships, host agency relationships, and advisor support models
• Available during Eastern Time business hours and for weekend and holiday team coverage
• Bachelor’s degree
• Experience managing supplier relationships and working with Sabre is a plus.