Head Concierge
Position Overview: our Head Concierge will be responsible for directing and orchestrating impeccable guest services in the hotel’s continuing effort to achieve the highest guests’ satisfaction and financial profitability.
Our Head Concierge will assure that each guest’s stay exceeds expectations by providing personalized assistance and anticipating their preferences and needs. He/she will be a key leader responsible for overseeing and elevating the concierge department to new heights of excellence. This role requires strategic thinking, exceptional leadership skills and a true passion for delivering unparalleled guest experiences.
Main responsibilities:
- Developing and implementing a strategic vision for the concierge team in alignment with the overall guest journey and service standards,
- Leading by example, mentoring and inspiring a team of concierge professionals to deliver exceptional service,
- Fostering a culture of guest centricity, excellence, creativity and continuous improvement within the concierge team.
- Recruiting, training and developing a high-performing concierge team in collaboration with People & Culture team,
- Conducting regular performance evaluations and providing constant and constructive feedback,
- Fostering a collaborative and positive work environment within the concierge team,
- Developing and optimizing standard operating procedures for the concierge team in collaboration with the Front Office Manager and the Room Division Manager,
- Providing a warm and genuine welcome to guests, creating a positive first impression and setting the tone for the guest’s journey,
- Acting as a personal concierge, assisting guests with reservations, booking activities, arranging transportation, and providing recommendations for local attractions, dining and entertainment options,
- Serving as a butler for designated VIP guests, attending to their every need, including packing and unpacking, garment pressing, shoe shining and ensuring their accommodation is beautifully presented and well-maintained,
- Developing and maintaining relationships with local vendors, ensuring access to exclusive experiences and offering tailored recommendations to meet guests’ preferences,
- Coordinating and facilitating special requests, such as arranging surprise celebrations, organizing private tours or obtaining hard-to-get event tickets,
- Responding to guests’ inquiries promptly and accurately, striving to exceed their expectations in every interaction,
- Maintaining an up-to-date knowledge of hotel facilities, services and promotions, effectively communicating this information to guests and encouraging their utilization,
- Assisting with arrivals and departures when necessary, ensuring a seamless and efficient process,
- Coordinating with various hotel departments to ensure that guest requests and preferences are fulfilled promptly and accurately,
- Collaborating with the Guest Experience team to enhance the guest journey, ensuring smooth processes and offering personalized amenities and surprises,
- Accurately updating the Opera and KYC system for arrivals, departures, preferences, profile notes, traces, and alerts to ensure up-to-date guest information,
- Entering all guest requests and complaints in the KYC system and follow up accordingly,
- Managing and resolving guest complaints or concerns, escalating issues to the Director of Guest Experience if necessary and following up to ensure complete guest satisfaction,
- Handling any special requests or arrangements, such as arranging floral deliveries, special occasion celebrations or personalized amenities for VIPs,
- Maintaining a comprehensive database of guest preferences in KYC, ensuring that individualized service is provided during each visit and fostering a sense of loyalty from guests,
- Staying updated on the latest local events, attractions and happenings, facilitating access to desirable tickets and making arrangements as requested by guests,
- Acting as a liaison between guests and the hotel staff, promoting effective communication and collaboration to ensure the smooth operation of guest services,
- Ensuring all team full and constant compliance with Company standards,
- Initiating and implementing up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue,
- Assuring team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area, luxury transportations and events,
- Implementing and enforcing security protocols to safeguard guests, employees and hotel property,
- Responding to emergencies, including medical incidents, fire alarms, and disturbances in a calm and efficient manner,
- Collaborating with local law enforcement and emergency services when necessary.
Qualifications
- Significant experience in a hotel Lobby Concierge role within a luxury property, with a proven track record of providing exceptional service and standards’ deep knowledge,
- A certification in hospitality management is a plus,
- Exceptional interpersonal and communication skills, including team building and interacting effortlessly with high-profile guests,
- Strong local area knowledge, including attractions, restaurants, museums, entertainment venues and transportation options,
- Passion for staying updated on current trends and attractions,
- High proficiency in using hotel management software and other computer systems,
- English and Italian high confidence and fluency, other languages are appreciated,
- Legal right to work in Italy,
- Flexible schedule, able to work mornings, evenings, weekends and holidays.
Tutti i CV devono essere inviati comprensivi di autorizzazione al trattamento dei dati personali in conformità al Regolamento UE n. 2016/679 - GDPR e saranno utilizzati esclusivamente per la selezione in corso.
L'offerta di lavoro si intende riferita ad entrambi i sessi secondo il disposto delle leggi 903/77 e 125/91.
