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.
- 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.
Benefits & Additional Information
- A competitive package (base salary and yearly bonus).
- Medical Insurance integrating Collective Labor Agreement and extended to the family.
- Ticket Restaurant.
- Annual leave.
- ALL - Heartist Program: Employee vantaggi 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: No.
- Employment Type: Full-time.
- Vacancy: 1.
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