Head Concierge

We are looking for a passionate Head Concierge for Borgo Santo Pietro, an award-winning five-star luxury boutique hotel located in the heart of the Tuscan countryside, surrounded by a 300-acre organic farm, vineyards and wonderful gardens.

The individual will possess excellent social skills, overseeing the concierge team and ensuring the highest level of service and guest satisfaction. With strong leadership and extensive knowledge of local attractions and services, he/she coordinates guest requests, provides personalized recommendations, and facilitates memorable experiences for guests.

Main responsibilities:

• Lead and manage the concierge team, including training, and supervising staff, to ensure a high level of professionalism, efficiency, and guest satisfaction.
• Work with guests’ pre-arrival and in house to learn preferences and provide insightful recommendations and/or transfers.
• Manage the pre-arrival process of all future guests, arranging services such as in-house wine tastings, dining reservations, shipping packages, various transportation methods etc.
• Address guest concerns, complaints, and special requests promptly and effectively, demonstrating empathy, professionalism, and a commitment to resolving issues.
• Operate all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
• Handle customer dissatisfaction
• Assist customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in- house events, directions, etc.
• Interact with guest in person and by phone, following Borgo Santo Pietro standards.
• Build and maintain positive relationships with guests, anticipating their needs, exceeding their expectations, and fostering loyalty and repeat business through exceptional service.
• Prepare monthly management reports on customer feedback, performance and other relevant information.
• Actively participate to recruitment and training activities of the concierge department in collaboration with HR department.

Candidate profile:

• High school diploma or an associate’s degree.
• At least two years of experience from similar role in a similar structure in luxury segment
• Excellent command of both spoken and written English and Italian; other languages spoken are considered as a plus.
• Excellent commitment to service and teamwork.
• Knowledge of LQA standards is required.
• Knowledge of the area is considered as a plus
• Great attention to detail and the ability to work in a fast-paced environment.

Details of the offer:

Full time, seasonal contract

Period: spring 2025 – autumn 2025

We offer a competitive package, food and accommodation included.