Head Concierge

ROCCO FORTE HOTELS

THE CARLTON

Milano

HEAD CONCIERGE

Main Purpose:

As Head Concierge you will provide excellent service at all times, exceeding our Guests’ expectations and making their stay as one of a kind.

Reports to: Hotel Manager.

Main duties & responsibilities:

·        Plan and offer all services within the property and the area, handle all Guests’ requests going beyond expectations;

·        Assist Guests introducing interesting activities, local and cultural events as well as shopping experiences;

·        Work closely with Front Desk staff ensuring that Front Office staff are well informed of Guests’ preferences, and provide assistance when needed;

·        Supervise daily Concierge operations;

·        Have knowledge of hotel products, services, pricing and policies as well as a good knowledge of the local area;

·        Maximise revenues through up-selling;

·        Monitor Guest satisfaction and implement actions to improve results;

·        Act in accordance with Company policies and procedures.

We offer:

·        Permanent contract according to C.C.N.L. Settore Turismo.

·        Learning & development activities and career opportunities.

·        Opportunity to stay in one of our hotels at a reduced rate (35€ per night) upon reaching 6 working months. You will also be entitled to 50% discount at bars and restaurants of the Company and 20% discount on wellness treatments at our Spa and on products "Irene Forte".

·        Staff celebrations.

Competencies required:

·        Managing Team Performance: Sets high standards for oneself and Team Members, provides guidance, development and takes corrective action in order to achieve consistently high levels of service.

·        Personal Effectiveness: Adapts interpersonal style and skills so that high quality results are achieved. Modifies behaviour to accommodate for certain individuals, situations and different tasks.

·        Personal and team development: Seeks opportunities to learn and to develop themselves and others in order to add value to the performance of the department and hotel.

·        Business awareness: Understands the direct connection between day-to-day service delivery and how it impacts departmental, hotel and company success.

·        Service excellence: Delivers service standards, which consistently exceed guest expectations.

·        Technically skilled: Demonstrates and understands job requirements and displays the technical skills and knowledge required to perform job well and in line with the departmental SOPs.

Other requirements:

·        Previous experience in Front Office Department;

·        Fluent in English and Italian written and spoken. A third language would be a plus;

·        Knowledge of the Microsoft Office package (Word, Excel, PowerPoint, Publisher);

·        Attention to detail in terms of content and accuracy; 

·        Possess excellent organizational skills and have an extremely high standard of order;

·        Able to maintain the strictest confidentiality at all times.

Workplace: The Carlton, Via Senato 5, Milano.

Please apply forwarding your CV with full details and enclose the approval to process the personal data according to local privacy laws and standards (d.lgs. 196/03).