HEAD OF RESERVATION & RECEPTION

Main Activities and Responsibilities:

• Welcome and acknowledge all members and guests according to club standards, ensuring a warm and personalized greeting upon arrival.
• Anticipate and cater to guests' service needs, including those with disabilities, to ensure a seamless and enjoyable experience.
• Handle all customer enquiries promptly, efficiently, and with care, ensuring accurate information is provided at all times.
• Coordinate reservations, cancellations, confirmations, and private event bookings, demonstrating a thorough understanding of club facilities and offerings.
• Maintain accurate member profiles and preferences to enhance future visits and personalize service delivery.
• Support the events team in planning and executing large-scale and member events, contributing to the overall success of club activities.
• Promote club products, events, and spaces to drive revenue growth and enhance member engagement.
• Respond to special requests from guests, ensuring their unique needs are met and followed up on to ensure satisfaction.
• Perform general departmental administration tasks, including cover counts, no-show reports, and database maintenance.
• Supervise and manage Hosts/Hostesses training and coaching. Conduct regular walkthroughs to verify maintenance compliance with our standards.
• Adhere to club policies and procedures, including confidentiality guidelines and dress code standards.
• Manage other activities relating to or resulting from what is indicated in the previous points.

Key Competencies:

Required Education and Experience:

• Minimum of 3 years' experience in a similar role within the luxury hospitality industry.
• Strong administrative skills with the ability to multitask and prioritize tasks effectively.
• Excellent communication skills, both verbal and written, with a proactive approach to guest service.
• Detail-oriented with the ability to anticipate guest needs and pre-empt potential issues.
• Flexibility to work evenings, weekends, and during special events as required.
• Demonstrated passion for hospitality, discretion, and confidentiality in handling sensitive information.
• Knowledge of one or more foreign languages (min. fluent in Italian and English).

General Knowledge and Technical Skills:

• Proficiency in administrative tasks and database management.
• Comprehensive understanding of luxury hospitality standards and guest service protocols.
• Familiarity with club facilities, dining options, and upcoming events to provide accurate information to guests.
• Ability to engage effectively with a diverse range of individuals, including members, guests, and colleagues.

Personal and Interpersonal Skills:

• Friendly and approachable demeanor with a genuine interest in supporting colleagues and creating positive team dynamics.
• Ability to build rapport and establish trust with guests and colleagues alike.
• Strong interpersonal skills, discretion, and a true passion for delivering exceptional hospitality experiences.
• Methodical and meticulous approach to maintaining databases and guest profiles.