Overview The Head of Curator Heritage & Culture leads our guest services with a strong focus on delivering exceptional personalized experiences and ensuring the highest level of satisfaction and profitability. This strategic leadership role oversees the concierge team fostering a culture of excellence and innovation. Responsibilities Develop and implement the concierge strategy aligned with guest service standards. Lead, mentor and inspire a high-performing concierge team including recruitment and training of Golden Keys talent. Ensure personalized and anticipatory service particularly for VIP guests. Act as a personal concierge managing reservations, local experiences, transportation and special requests. Serve as butler to VIPs when required providing bespoke services with meticulous attention to detail. Build relationships with local vendors to offer unique exclusive guest experiences. Oversee SOP development in coordination with the Front Office and Rooms Division. Collaborate across departments to ensure seamless guest journeys and tailored experiences. Maintain and leverage the Opera and KYC systems for accurate guest profiling. Handle and resolve guest concerns promptly, escalating when necessary. Ensure full team compliance with company standards, service excellence and safety protocols. Promote hotel offerings and implement up-selling techniques to drive revenue. Stay informed on local events and trends to enhance guest engagement. 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 Key Skills: Marketing & Promotions,Attorney At Law,Jni,Airlines,Art Experience: years Vacancy: 1 Additional Information A competitive package (base salary and yearly bonus) Medical Insurance integrating Collective Labor Agreement one and extended to the family Ticket Restaurant Annual leave ALL - Heartist Program : Employee benefit card offering discounted rates at all ACCOR locations and partner venues worldwide. Learning & development : Opportunity to develop your talent and grow within your property and across the world! Our commitment to Diversity & Inclusion : We are an inclusive company and our ambition is to attract recruit and promote diverse talent. Remote Work: Not specified Employment Type: Full-time J-18808-Ljbffr