Job Description
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.
Key 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.
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.