Luxury Concierge & Guest Experience Lead

IHG; Lombardia; On-site; EUR 65,000 - 90,000; Full time

Job summary

Six Senses Milan seeks an experienced Concierge Manager to lead the Guest Experience department, ensuring exceptional service and personalised moments throughout the guest journey. You will work closely with Front Office and other departments to deliver seamless experiences and VIP arrangements in a luxury setting.

The ideal candidate has 3–5 years in luxury concierge, a strong leadership background, and fluency in English; additional languages are welcome.

Qualifications

• Bachelor's degree in Hospitality Management or related field.
• 3–5 years in Concierge or Guest Experience in luxury hotels.
• Proven leadership in a five-star or ultra-luxury property.
• Extensive knowledge of local attractions and premium service providers.
• Strong communication, problem-solving and budget awareness.
• Fluency in English; additional languages are a plus.
• Willingness to work flexible shifts including weekends.

Responsibilities

• Oversee Guest Experience to deliver personalised, high-end service.
• Lead Concierge team with professionalism, attention to detail, and morale.
• Collaborate with Front Office and other departments for seamless guest journeys.
• Develop bespoke guest experiences and manage VIP movements and requests.
• Maintain guest profiles, preferences and history for targeted personalisation.
• Manage partnerships with local suppliers to offer exclusive experiences.
• Ensure compliance with brand standards, health and safety, and budget targets.

Skills

Hospitality leadership

Guest service

Team management

Communication skills

Fluency in English

Budget management

Customer experience

Education

Bachelor's degree in Hospitality Management

Tools

Hotel operating systems

Job description

Six Senses Milan seeks an experienced Concierge Manager to lead the Guest Experience department, ensuring exceptional service and personalised moments throughout the guest journey. You will work closely with Front Office and other departments to deliver seamless experiences and VIP arrangements in a luxury setting.

The ideal candidate has 3–5 years in luxury concierge, a strong leadership background, and fluency in English; additional languages are welcome.