Concept Store Manager – Luxury Resort

About the role

The Concept Store Manager is the Property Manager on Duty, overseeing all operations of the BVLGARI Resort’s retail and guest services areas. This role ensures the highest standards of hospitality, resolves guest issues, and directs front‑desk activities while acting as the Guest Relations Manager.

Key responsibilities

• Lead and supervise the Guest Services team, fostering trust, cooperation, and high performance.
• Manage day‑to‑day front‑desk operations, handle guest complaints, and ensure swift resolution of service issues.
• Maintain strong relationships with all hotel departments to support overall property goals and expedite problem solving.
• Oversee financial aspects such as budgets, operating statements, and payroll administration for the department.
• Implement customer recognition programs, enforce property policies consistently, and manage disciplinary procedures.
• Conduct HR activities including coaching, performance appraisals, training, and progressive discipline.

Required profile

• High school diploma or GED with at least 2 years of guest services/front‑desk experience, OR a 2‑year degree in Hospitality, Hotel Management, Business Administration, or a related field.
• Demonstrated leadership, integrity, and the ability to act as a role model for staff.
• Strong communication and interpersonal skills to influence and motivate team members.
• Ability to understand and apply budgets, operating statements, and payroll reports.