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
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