Responsabile Reception & Concierge

VILLA LARIO, LAKE COMO – WHO ARE WE?

Villa Lario is a 20‑suite exclusive property on the shore of iconic Lake Como. Nestled on 2 acres of historical garden, between the lake and cliffs, Villa Lario blends modernity and heritage. After its last renovation in 2020 the property offers experience and services of international standards. With a philosophy of “home away from home”, we offer to our guests a relaxed yet luxurious atmosphere off the beaten tracks. In addition to hospitality, we operate one restaurant and one lounge bar open to outside guests. The property also features an infinity pool, a pier on the lake, and a fitness room reserved for guests.

Lake Como is among the most requested destinations worldwide. Working in such a destination positions you well in a professional career in hospitality. Villa Lario is the smallest yet most highly praised and recognized hospitality structure on the lake, with high visibility in international press (Condé Nast Traveller, Travel & Leisure, The Telegraph, among others). It offers a warm, “home away from home” atmosphere yet professional to guests.

Villa Lario is embarking on a journey without borders, providing endless possibilities for growing and training.

Responsabile Reception & Concierge

Fully operational and responsible for leading the daily hospitality operations at Villa Lario during normal stays, lunches, dinners, aperitivos, and many onsite events.

The main objective is to make our guests feel at home with luxury service, encourage repeat visits and recommend Villa Lario to friends and family, including social media visibility, reviews, or any other means.

Your primary focus is ensuring guests receive above-and-beyond service for a memorable experience.

For a small structure like ours, the quality of service and staff relationships is fundamental to the excellence of guests' stay.

Your main areas of responsibilities are: 1. Reservation & Occupancies

• Planning reservations and room occupancy management and optimisation
• Commercial rate strategy in collaboration with the property
• Timely response to all reservation requests

2. Room & General Areas Management

In full cooperation with the Responsabile Operations.

• Oversee and organise housekeeping team, processes and organisation
• Oversee cleaning staff for all areas excluding external areas and common areas
• Oversee and organise night auditor, bellboy(s), fattutto and maintenance employee
• Guarantee maintenance and cleanliness of reception area and lobby
• Guarantee room cleanliness throughout the season
• Imagine and implement room client experience with the property

3. Reception and Concierge

• Welcoming guests and guide them throughout their stay, providing information for a successful holiday, especially sharing knowledge of the lake and creating a unique lake experience.
• Overview of restaurant/bar reservations and welcoming external clients.
• Carry out daily accounting, invoicing of services, collection of bills, control of deferred payments, manage budget and collection of payment in relation to events.
• Oversee concierge service, including relations with external 3rd parties, and guarantee consistency of service information to customers and service delivery.
• Organise, develop and manage partnerships with key service providers such as boat service, taxi service, water equipment and others.
• Deal with complaints before/during/after stay, follow up client feedback on social media and other medium, respond swiftly, manage reviews, proactive problem‑solving, analyse feedback and provide strategic recommendations to improve overall rating.
• Oversee and organise team of receptionists to guarantee presence from opening to closing.

4. Event Management

In close cooperation with the Events Unit.

• Guarantee implementation and operations of events booked, including operational organisation, coordination with other departments and third parties to deliver best and unique one‑time life experiences to guests.
• Collaborate in elaboration of commercial proposals for following seasons.
• Elaborate tailor‑made proposals in a timely manner.

In addition to these 4 main areas of responsibilities, the expectations are:

• Exemplarity use of operations systems and improvement of procedures and processes and regular reporting on agreed KPIs.
• Ability to contribute to a CRM strategy, flexible rate strategy and similar tools to improve occupancy across low/mid and high seasons.
• Guarantee respect of company values in relations with guests and employees and set example.
• Maintain excellent relationships with other properties on Lake Como, Italy or internationally, including hotels, private villas for rent, restaurants, tour operators, travel agents, wedding planners or other service providers.
• Recruitment, mentoring, training and development of staff for smooth operations and excellence of service.
• Organise relations with other departments and guarantee smooth, transparent and constructive exchange with other departments and managers.

Skills & Expertise

• Client satisfaction is paramount; deliver excellence of service.
• Exemplarity, team spirit and positive energy are essential qualities.
• Autonomous, dynamic, committed, and versatile.
• Love making proposals you thrive to bring to life.
• Open‑mind and works in a multi‑cultural environment.
• Capacity for anticipation, both in anticipating guests’ unstated needs and event planning.
• Expect and react promptly to guests’ requirements and inquiries.
• Actively listen and resolve guests’ complaints smoothly and professionally.
• Love empowering teams and consider training as essential.

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