Head of Curator, Heritage & Culture

Overview

The Head of Curator Heritage & Culture leads our guest services with a strong focus on delivering exceptional personalized experiences and ensuring the highest level of satisfaction and profitability. This strategic leadership role oversees the concierge team fostering a culture of excellence and innovation.

Responsibilities

• Develop and implement the concierge strategy aligned with guest service standards.
• Lead, mentor and inspire a high-performing concierge team including recruitment and training of Golden Keys talent.
• Ensure personalized and anticipatory service particularly for VIP guests.
• Act as a personal concierge managing reservations, local experiences, transportation and special requests.
• Serve as butler to VIPs when required providing bespoke services with meticulous attention to detail.
• Build relationships with local vendors to offer unique exclusive guest experiences.
• Oversee SOP development in coordination with the Front Office and Rooms Division.
• Collaborate across departments to ensure seamless guest journeys and tailored experiences.
• Maintain and leverage the Opera and KYC systems for accurate guest profiling.
• Handle and resolve guest concerns promptly escalating when necessary.
• Ensure full team compliance with company standards, service excellence and safety protocols.
• Promote hotel offerings and implement up-selling techniques to drive revenue.
• Stay informed on local events and trends to enhance guest engagement.

Qualifications

• Significant experience in a hotel Lobby Concierge role within a luxury property with a proven track record of providing exceptional service and standards.
• A certification in hospitality management is a plus.
• Exceptional interpersonal and communication skills including team building and interacting effortlessly with high-profile guests.
• Strong local area knowledge including attractions, restaurants, museums, entertainment venues and transportation options.
• Passion for staying updated on current trends and attractions.
• High proficiency in using hotel management software and other computer systems.
• English and Italian high confidence and fluency; other languages are appreciated.
• Legal right to work in Italy.
• Flexible schedule able to work mornings, evenings, weekends and holidays.

Benefits & Additional Information

• A competitive package (base salary and yearly bonus).
• Medical Insurance integrating Collective Labor Agreement and extended to the family.
• Ticket Restaurant.
• Annual leave.
• ALL - Heartist Program: Employee benefit card offering discounted rates at all ACCOR locations and partner venues worldwide.
• Learning & development: Opportunity to develop your talent and grow within your property and across the world.
• Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
• Remote Work: No.
• Employment Type: Full-time.
• Vacancy: 1.