ppbStart: ASAP /b /p pbSalary: Negotiable /b /p pbLanguages: Italian and English /b /p pbLocation: Milan /b /p pMy client is an iconic luxury venue in Milan and is seeking an exceptionalbGeneral Manager /bto lead its operations, guest experience, commercial performance, and people strategy. /p pThis is a high-profile leadership role for a hospitality professional who understands that true luxury is defined by personal recognition, emotional intelligence, flawless execution, and the ability to make every guest feel genuinely at ease. /p pThe successful candidate will combine refined hospitality instincts with strong operational discipline, commercial awareness, and the confidence to lead a large, diverse team in one of Milan’s most prestigious environments. /p h3Role Purpose /h3 pThe General Manager will have overall responsibility for the venue’s day-to-day operation, financial performance, service culture, reputation, and long-term development. /p pThis role requires a highly visible and hands-on leader who is present on the floor, knows the venue’s guests and team members personally, anticipates needs before they are expressed, and ensures that every interaction reflects the standards of an iconic luxury destination. /p pOutstanding luxury leadership depends on the balance between guest satisfaction, team performance, profitability, and emotional intelligence. /p h3Key Responsibilities /h3 pGuest experience and luxury standards /p ul liCreate a consistently exceptional and highly personalised guest experience across every area of the venue. /li liBuild genuine relationships with regular, influential, and high-profile guests, remembering preferences, occasions, and personal details. /li liEnsure guests are welcomed with warmth, discretion, confidence, and effortless professionalism. /li liPersonally oversee VIP arrivals, private events, special occasions, and sensitive guest requirements. /li liAnticipate guest needs and resolve concerns quickly, discreetly, and generously. /li liEstablish service standards that are refined, natural,



and never mechanical. /li liEnsure every detail—from arrival and ambience to farewell is delivered with precision. /li /ul h3VIP and high-profile guest management /h3 ul liAct as the senior point of contact for VIP guests, owners, celebrities, international visitors, and strategic partners. /li liDevelop trusted relationships with private offices, luxury brands, concierge services, hotels, embassies, corporate clients, and influential local networks. /li liManage confidential information with absolute discretion. /li liCoordinate bespoke arrangements, security requirements, privacy expectations, and personalised experiences. /li liProtect the venue’s reputation by responding calmly and decisively to sensitive or high-pressure situations. /li /ul h3Operational leadership /h3 ul liTake full responsibility for the smooth, efficient, and profitable operation of the venue. /li liLead all operational departments, including front-of-house, food and beverage, events, guest relations, reservations, finance, security, and facilities. /li liEstablish and maintain operating procedures, quality standards, service protocols, and performance controls. /li liRemain highly visible during peak periods, major events, VIP visits, and operationally sensitive moments. /li liEnsure consistent coordination between departments and eliminate gaps in communication. /li liMaintain the highest standards of presentation, cleanliness, ambience, safety, and maintenance. /li liUse guest feedback, operational data, and team insight to drive continuous improvement. /li /ul h3Leadership and people development /h3 ul liLead, inspire,



and develop a large multicultural team with clarity, respect, and consistency. /li liBuild a culture of accountability, pride, discretion, warmth, and service excellence. /li liSet clear expectations and ensure that every team member understands the venue’s standards. /li liRecruit, coach, mentor, and retain high-performing managers and frontline colleagues. /li liDevelop strong department heads and create clear succession plans. /li liEnsure training is practical, continuous, and aligned with the venue’s luxury service philosophy. /li liRecognise exceptional performance while addressing underperformance fairly and promptly. /li liLead by example through personal presence, composure, energy, and professional conduct. /li /ul h3Commercial and financial performance /h3 ul liOwn the venue’s budget, PL, revenue performance, cost control, and profitability. /li liDevelop commercial strategies that strengthen revenue, average spend, repeat visitation, and client loyalty. /li liWork closely with Sales, Marketing, Revenue, and Events teams to maximise business opportunities. /li liMonitor financial performance, labour costs, productivity, purchasing, and supplier relationships. /li liIdentify opportunities to improve margins without compromising the guest experience. /li liPresent regular performance updates and strategic recommendations to ownership or the executive board. /li /ul h3Brand and reputation /h3 ul liSafeguard and enhance the venue’s position as one of Milan’s leading luxury destinations. /li liEnsure all guest touchpoints reflect the venue’s identity, values, and level of prestige. /li liCollaborate with marketing and communications teams on brand positioning, partnerships, events, and public relations. /li liMaintain strong relationships with the local luxury, fashion, business, cultural, and hospitality communities. /li liMonitor guest feedback, media coverage, social reputation, and market developments. /li /ul pbJob Tenure: /bPermanent /p /p #J-18808-Ljbffr

📌 General Manager – Milan (Milano)
🏢 Wagstaff Recruitment
📍 Milano