Head of Reception and Guest Relations

1 settimana fa

Milano, Italia Milano Club spa A tempo pieno

THE WILDE is a perfectly formed, international collection of private membership Clubs combining classical style, excellent food and charming service with cutting edge content, culture and ideas.
It is a private membership club built on foundations of discretion, revelry, culture, and inclusion.
**HEAD OF RECEPTION AND GUEST RELATIONS**:
**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.

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