Posizione
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Responsabile Reception & Conciergerie – Roma, Lazio, Italia
Responsabilità principali
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- Reservation & occupancies – Planning reservations, managing room occupancy, optimizing capacity, collaborating on commercial rate strategy, responding in a timely way to all reservation requests.
- Room & general areas management – Overseeing the housekeeping team, cleaning staff for all internal areas (excluding external common areas), the night auditor, bellboy(s), fattutto and maintenance employee; guaranteeing the maintenance and cleanliness of the reception area and lobby, satisfying room cleanliness throughout the season, and collaborating on the design and implementation of the client experience in the room.
- Reception and conciergerie – Welcoming guests, guiding them through their stay by providing all required information, emphasizing lake knowledge and creating a unique lake experience; overseeing restaurant/bar reservation, daily accounting and invoicing of services, collection of bills, managing budget and collection of payments related to events; managing the conciergerie service and relations with external 3rd parties, guaranteeing consistency of service information, and ensuring delivery of customer service; developing and maintaining partnerships with key service providers such as boat, taxi, water equipment and others; handling complaints before, during or after stay and following up on client feedback on social media or any other medium, responding swiftly and proactively solving issues; overseeing and organizing the receptionist team to guarantee presence from opening to closing.
- Event management – Ensuring the implementation and operations of booked events, coordinating the operational organization, collaborating with other departments and 3rd parties to deliver a unique one-time experience; developing commercial proposals for upcoming seasons; preparing tailored proposals in a timely manner.
- Additional expectations – Exemplary use of operations systems, continuous improvement of procedures and processes, regular reporting on agreed KPIs; contribution to CRM strategy and flexible rate strategy to improve occupancy across low/mid and high seasons; embodiment of company values in relations with guests and colleagues; building strong relationships with other properties on the lake, in Italy or internationally; recruitment, mentoring, training and development of staff; fostering smooth, transparent and constructive exchanges with other departments and their managers.
Competenze e requisiti
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- Client satisfaction is the highest priority and a commitment to delivering excellence of service.
- Exemplary team spirit and positive energy, autonomy, dynamism, commitment and versatility.
- A passion for proposing ideas and bringing them to life.
- Openness to work in a multi‑cultural environment.
- Capacity for anticipation, both in anticipating guests’ unstated needs and in event planning.
- Prompt reaction and strong listening skills to resolve guests’ complaints professionally. xlwpduy
- Leadership qualities: empowering teams and valuing training and knowledge transfer.
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