Concierge Manager — Bespoke Luxury & Wellness Experiences

IHG Hotels & Resorts; Milano; On-site; EUR 85,000 - 110,000; Full time

Job summary

Six Senses Milan is seeking a proactive Concierge Manager to lead the Guest Experience department within brand standards, delivering personalised, memorable experiences and ensuring seamless coordination with Front Office and other operations.

You will build strong partner networks, anticipate guest needs, manage profiles, training, budgeting, and sustainability initiatives in line with Six Senses philosophy.

Qualifications

• Bachelor's degree or Diploma in Hospitality Management, Tourism, Business Administration or a related field.
• 3–5 years in a Concierge role within a luxury hotel or resort, with at least 1–2 years in a supervisory or managerial position.
• International luxury hospitality experience, preferably five-star or ultra-luxury.
• Extensive knowledge of local destination, restaurants, attractions and premium providers.
• Strong leadership and team management abilities; ability to coach and develop a diverse team.
• Excellent communication and interpersonal skills with guests, colleagues and partners.
• Proactive guest-focused mindset and ability to deliver personalised experiences.
• Good financial awareness including budget management and cost control.
• Proficiency in hotel operating systems, guest profile management and MS Office.
• Fluency in English; additional languages desirable.
• Willingness to work shifts, weekends and holidays.

Responsibilities

• Possess thorough knowledge of all hotel facilities, services, outlets, experiences and local attractions to provide accurate recommendations.
• Lead and oversee the Concierge team to deliver high standards of service.
• Coordinate with the Director of Rooms and Front Office Manager for seamless operations.
• Partner with Front Office for daily matters, VIP movements and service recovery.
• Anticipate guests' needs and create bespoke experiences and itineraries.
• Build relationships with external partners and providers for exclusive experiences.
• Oversee guest requests and ensure timely execution of arrangements.
• Ensure seamless guest journey across all stay stages with other departments.
• Maintain up-to-date guest profiles to maximise personalisation.
• Handle guest feedback and service recovery professionally.
• Develop and review Concierge procedures and standards.
• Recruit, train and develop Concierge Hosts; foster accountability and teamwork.
• Monitor performance, productivity and budgets to optimise resources.
• Promote sustainability and local experiences aligned with Six Senses philosophy.

Skills

Leadership

Communication

Problem-solving

Financial awareness

Hotel systems

English fluency

Flexibility

Guest service

Education

Hospitality/related degree

Tools

Hotel operating systems

Guest profile management systems

MS Office

Job description

Six Senses Milan is seeking a proactive Concierge Manager to lead the Guest Experience department within brand standards, delivering personalised, memorable experiences and ensuring seamless coordination with Front Office and other operations.

You will build strong partner networks, anticipate guest needs, manage profiles, training, budgeting, and sustainability initiatives in line with Six Senses philosophy.