Head Of Reception & Concierge - Luxury Lake Como

Location: Rome, Italy

1. Reservation & Occupancies
   • Planning reservations and room occupancy management and optimization
   • Commercial rate strategy in collaboration with property
   • Timely response to all reservation requests
2. Room & General Areas Management
   • Oversee and organize the housekeeping team, process and organization
   • Oversee the cleaning staff for all areas excluding external areas and common areas
   • Oversee and organize the night auditor, bellboy(s), fattutto and maintenance employee
   • Guarantee the maintenance and cleanliness of the reception area and lobby
   • Guarantee room cleanliness throughout the season
   • Imagine with property client experience in the room and guarantees its implementation
3. Reception and Conciergerie
   • Welcoming guests and guide them throughout their stay by providing them with all the information they need to make their holidays a success (with a particular attention to sharing our knowledge of the lake and constructing a unique lake experience)
   • Overview of the restaurant / bar reservation and welcoming external clients
   • Carry out the daily accounting, invoicing of services, collection of bills and control of deferred payments and manage budget and collection of payment in relation to events
   • Oversee the conciergerie service, including the relations with external 3rd parties, and guarantee consistency of service information to customers and services delivery
   • Organize develop and manage with the Property partnership with key service providers such as boat service, taxi service, water equipment and service etc…
   • Dealing with complaints before / during / after their stay and following up of client’s feedback on social media and any other medium, including swift answers and management of reviews, pro-active problem‑solving approach, analyze customer feedback and provide strategic recommendation and direction to continuously improve overall rating
   • Oversee and organize the team of receptionist to guarantee presence from opening to closing
4. Event Management
   • Guarantee the implementation and operations of the events booked including overseeing the operational organization, coordination of the event hands in hand with the other departments and 3rd parties to deliver the best and unique one-time life experience to the guests
   • Collaborate in the elaboration of commercial proposals for the following seasons
   • Elaboration tailor‑made proposals in a timely manner

• Exemplarity use of operations systems and improvement of procedures and processes and regular reporting on agreed KPIs
• Ability to contribute to a CRM strategy, flexible rate strategy and any similar tool to improve occupancy over the low / mid and high season
• Guarantee the respect of company values both in relations with guests and other employees and show the example
• Entertaining the best relationships with other properties on the lake, in Italy or internationally, including but not only hotels, private villa’s for rent, restaurant, tour operators, travel agent or wedding planner or other service provider
• Recruitment, mentoring, training and development of the staff under his management to ensure smooth operations and excellence of service
• Organize relations with other departments and guarantee smooth, transparent and constructive exchange with other departments and their managers

• Client satisfaction is what matters most to you and you always look at delivering excellence of service
• Exemplarity, team spirit and positive energy are the qualities that will enable you to succeed in your mission
• You are autonomous, dynamic and committed and not afraid of versatility
• You love making proposals that you thrive to bring to life
• You are open minded and love to work in a multi‑cultural environment
• Show capacity for anticipation, both in anticipating the guests unstated needs, but also in event planning
• Expect and react promptly to guests’ requirements and inquires
• Actively listen and resolve guests’ complaints in a smooth and professional manner
• You love empowering your teams and consider transmission as an essential means to do so