Luxury Retreats - Experience Manager Italy

Luxury Retreats, now a part of the Airbnb family, is looking for local Experience Managers in Rome to develop and scale local operations. You will own Luxury Retreats’ inspection program in your specified region, with responsibility for building and maintaining a local inspection team. You will also be responsible for compiling listing information for guest-facing and internal use by guest sales and other teams as well as for managing concierge vendor lists. As someone who understands the importance of ensuring a first-rate guest experience, you will oversee all aspects of the Local Concierge service, including hiring, training and managing a small team of Local Concierge experts. This position requires a flexible and enthusiastic candidate who can simultaneously manage local operations and ensure the delivery of exceptional customer service.

Responsibilities:

  • Develop and scale local operations in a strategic and efficient manner, continually optimizing local operations
  • Build and manage Luxury Retreats’ local inspection program, overseeing a local inspection team and ensuring properties meet Luxury Retreats’ standards before a listing can join the platform, as well as ensuring that properties meet guest preferences prior to and on the day of guest arrivals
  • Build and maintain a strong network of reliable activity and service suppliers in the area
  • Ensure a best-in-class guest experience prior to and throughout each guest stay, building a small Local Concierge team to greet guests upon arrival and respond to any issues or requests guests might have during their stay
  • Manage the process of coordinating with property management staff and local vendors to reconfirm all details prior to guest arrivals
  • Develop partnerships with local vendors to provide guests with a range of services throughout their stay, including dinner reservations and activities/experience bookings
  • Collect and compile listing information, coordinating with the central list management team to ensure complete, accurate and high-quality listing information
  • Help develop localized processes by collaborating with central strategy and operations, ultimately ensuring long-term market success 

Requirements:

  • 4 - 5+ years of experience in a fast-paced operations management. Experience in guest services in hospitality or a related industry is a must
  • Creative, organized, and analytical thinker with a proven ability to develop, implement and execute operations in an efficient manner
  • Detail- and process-oriented mindset is a must
  • Outstanding communication skills in both English and local language; able to articulate ideas and decisions clearly and succinctly
  • Deep local knowledge of and extensive network in dedicated region
  • Customer-oriented mindset and a desire to ensure all guests receive best-in-class concierge service
  • Flexible work hours and customer service-oriented mindset to ensure that any issues that arise (i.e., guest travel schedules and requests) are accommodated

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