Night Lifestyle Manager, Milan

Our Members are based around the globe, and place a variety of lifestyle & leisure-related requests for assistance with our Lifestyle Management team. They can do this via telephone or email which will be received, acknowledged, researched & actioned by a team of Lifestyle Managers in a timely manner as agreed with the Member.

The hours for this role are between 11pm – 7am on a pattern of 5 days on 2 days off.

Main Duties

Researching and arranging of:

  • Travel bookings.
  • Restaurant bookings.
  • Club bookings.
  • Health &beauty requests.
  • Gift ideas.
  • Sports, theatre & concert tickets, and much more.
  • Intensive & extensive phone and email-based correspondence.
  • Reactively handling all incoming lifestyle & leisure-related requests & enquiries from Members in accordance with set guidelines which will be trained and monitored.
  • Understanding of client expectations for servicing Members and delivering above and beyond these at all times.

Request Management:

  • Adhering to Company standard phone greeting – with appropriate Member address & consistent levels of courtesy.
  • Selecting appropriate form of Member communication – based on Members’ preference.
  • Keeping Member updated regularly, set deadlines for updates & meet them or provide new update deadline in advance of current one expiring.
  • Providing realistic & on-the-spot assessment of timeframe in which to complete request & manage expectations accordingly.
  • Taking ownership of request – attempt to complete in 1 shift.
  • Logging each and every action in Qforce our CRM database – aim for your colleagues to be able to take over from you in your absence and accurate reporting to be delivered to the client.
  • Following up with Member post-request & obtain feedback – and logging in Qforce.
  • Keeping file in Qforce CRM database up to date and complete mandatory fields, prior to closing accurately as per type & conclusion of request.
  • Updating Member information in Member Record in Qforce– if relevant to on-going service (passport, ID card #, mileage cards, preferred guest program #’s).
  • Liaising with Global Account Manager to ensure all Qforce-related housekeeping, resulting from management reports, is updated & corrected according to instruction within the agreed upon deadline.

Request Fulfilment:

  • Providing quality suggestions at all times which exceed Member expectations.
  • Asking intelligent, category-related questions – become familiarised with ‘category criteria’ so it becomes 2nd nature (what questions to ask when receive certain request types to ensure in line with Members’ needs).
  • Obtaining Member’s criteria at first contact – avoiding time delays due to missing data.
  • Taking initiative & Going the Extra Mile – anticipate additional services & requirements depending on request type (hotels, airport transfers, spas, early/late check in, restaurant reservations).
  • Sending clear final confirmations – to include all details of booking (contact person, booking reference, cancellation policy).

Knowledge Sought

  • Italian mother tongue and fluent spoken and written in English. German is an advantage.
  • Work background in any of the following sectors/areas: Personal Assistant, Customer Service, Guest Relations, Lifestyle and or Account Management, luxury travel & leisure.
  • In-depth understanding of requirements involved in the lifestyle management of affluent, high-net worth individuals.
  • Good knowledge of worldwide travel destinations & luxury products/services, given that our Members are based around the globe & request info regarding predominantly travel, leisure & services worldwide.
  • Possess a minimum of 1-2 years Customer Service knowledge.