Head Concierge & Guest Experience Leader

IHG Hotels & Resorts; Lombardia; On-site; EUR 60,000 - 90,000; Full time

Job summary

Six Senses Milan is seeking a hands‑on Concierge Manager to lead the Guest Experience team and safeguard the brand’s pillars of sustainability and regenerative hospitality. You will ensure personalised, memorable guest journeys and collaborate closely with Front Office and other departments across the resort.

You will oversee operations, develop bespoke experiences, manage budgets, and maintain high service standards while training and guiding hosts to deliver exceptional luxury hospitality

Qualifications

• 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.

Responsibilities

• 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.

Skills

Leadership

Team management

Communication

Guest service

Problem solving

Financial awareness

Hotel systems

Microsoft Office

Multilingual

Flexibility

Education

Bachelor's degree in Hospitality Management

Tools

Hotel operating systems

Guest profile management systems

Microsoft Office

Job description

Six Senses Milan is seeking a hands‑on Concierge Manager to lead the Guest Experience team and safeguard the brand’s pillars of sustainability and regenerative hospitality. You will ensure personalised, memorable guest journeys and collaborate closely with Front Office and other departments across the resort.

You will oversee operations, develop bespoke experiences, manage budgets, and maintain high service standards while training and guiding hosts to deliver exceptional luxury hospitality