Concierge Manager - Six Senses Milan (New Hotel Opening)

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

As Concierge Manager, I will fully comprehend the vision of Six Senses to help people reconnect with themselves, others and the world around them and our values of local sensitivity and global sensibility, crafted experiences, emotional hospitality, responsible and caring, fun and quirky and pioneering wellness.

Sustainability, Wellness and Out of the Ordinary experiences are at the core of everything we do at Six Senses. I will safeguard these pillars and its strategic planning and development and ensure all directives, practices and initiatives are implemented, embraced, adopted within the Resort.

Duties and Responsibilities

As Concierge Manager, I will assume full responsibility for the efficient operation of theGuest Experience department to provide exceptional products and services within brand operating standards.

The duties and responsibilities will include:

• Possess thorough knowledge of all hotel facilities, services, outlets, experiences and local attractions to provide accurate, personalised and engaging recommendations to guests.

• Lead and oversee the Concierge team, ensuring the highest standards of personalised service, professionalism and attention to detail are consistently delivered.

• Report directly to the Director of Rooms, working in close collaboration with the Front Office Manager to ensure seamless coordination between Concierge and Front Office operations.

• Partner with the Front Office Manager on daily operational matters, guest arrivals and departures, VIP movements, guest requests and service recovery, ensuring a consistent and seamless guest journey.

• Anticipate guests’ needs and preferences, creating bespoke experiences, itineraries and arrangements that exceed expectations and reflect the Six Senses philosophy.

• Build and maintain strong relationships with external partners, local suppliers and service providers to ensure access to exclusive experiences and high-quality services.

• Oversee all guest requests, including transportation, restaurant reservations, private tours, special occasions and other personalised arrangements, ensuring timely and seamless execution.

• Work closely with the Director of Rooms, Front Office Manager and other operational departments to ensure a seamless guest journey throughout all stages of the stay.

• Ensure accurate management and regular updates of guest profiles, preferences and history, working in conjunction with the Front Office team to maximise personalisation and guest recognition.

• Handle guest feedback, special requests and service recovery situations with professionalism, empathy and a proactive approach, ensuring guest satisfaction at all times.

• Develop, implement and continuously review Concierge procedures, service standards and best practices, ensuring consistency and operational excellence.

• Recruit, train, coach and develop Concierge Hosts, fostering a culture of accountability, teamwork, service excellence and continuous improvement.

• Monitor departmental performance, productivity and operating expenses, ensuring effective resource allocation and adherence to the approved budget.

• Instil a cost-conscious philosophy through ongoing training and education, while maintaining the highest standards of guest service and experience.

• Ensure that all departmental operations comply with applicable legal and statutory requirements, hotel policies, health and safety regulations, security protocols and brand standards.

• Actively contribute to the hotel's sustainability and regenerative hospitality initiatives, promoting responsible local experiences and meaningful connections with the destination.

Qualifications

To execute the position of Concierge Manager, I must have the required qualifications, technical skills and experience in a similar role in luxury hotels with proven results and includes the following:

• Bachelor's degree or Diploma in Hospitality Management, Tourism, Business Administration or a related field.

• Minimum 3–5 years of experience in a Concierge role within a luxury hotel or resort, with at least 1–2 years in a supervisory or managerial position.

• Previous experience in an international luxury hospitality environment, preferably within a five-star or ultra-luxury property.

• Extensive knowledge of the local destination, including restaurants, cultural attractions, exclusive experiences, transportation and premium service providers.

• Strong leadership, organisational and team management skills, with the ability to motivate, coach and develop a diverse team.

• Excellent communication and interpersonal skills, with a natural ability to build relationships with guests, colleagues and external partners.

• Strong guest-oriented mindset, with a proactive approach to anticipating needs and delivering personalised, memorable experiences.

• Excellent problem-solving and decision-making skills, particularly when handling complex guest requests and service recovery situations.

• Good financial awareness, including budget management, cost control and departmental productivity.

• Proficiency in hotel operating systems, guest profile management systems and Microsoft Office applications.

• Fluency in English is essential; additional languages are highly desirable.

• Flexibility to work shifts, weekends and public holidays according to operational requirements.

• Passion for luxury hospitality, cultural discovery, sustainability and the Six Senses philosophy.

The above is intended to provide an overview of the role and responsibilities for a Concierge Manager at Six Senses Milan. It is not and does not infer that the above is an inclusive and/or exhaustive list of the duties and responsibilities inherent in the position.

Six Senses Milanis an equal opportunity employer. This policy applies to all terms and conditions of employment.