Guest Relations Manager​/Concierge; Luxury Hospitality

Position Overview

We are seeking a dynamic, service-oriented Guest Relations Manager/Concierge to be the dedicated point of contact for guests at Ultima Quai Wilson and Ultima Villa Mies
. In this full-time, year-round role, you will represent Ultima Collection as a private Guest Relations Manager for our UHNW guests, ensuring every aspect of their stay is seamless and memorable. The ideal candidate is currently working in luxury hospitality or concierge services in Geneva
, with in-depth knowledge of the city’s high-end offerings. You will act as an ambassador of Ultima
, delivering round-the-clock, personalized assistance and upholding the highest standards of discretion and excellence. This role is primarily based at Quai Wilson in Geneva
, with regular presence at the Grand Villa in Mies as needed to service guests.

• Guest Welcome & VIP Check-in: Provide a warm, personalized welcome to guests upon arrival (e.g. airport or property greeting), ensuring a smooth check-in and orientation to the residence/villa. Establish a friendly yet professional rapport as the face of Ultima.

• Personalized Concierge Services: Serve as the main point of contact for guests throughout their stay, available to address requests, inquiries, and any issues.
  Anticipate guest needs and arrange bespoke experiences from securing hard-to-get restaurant reservations and event tickets, to organizing private tours, shopping excursions, or spa treatments leveraging your extensive Geneva network and knowledge.

• Itinerary Planning & Coordination: Proactively plan and coordinate all aspects of the guest’s itinerary (both within the property and around Geneva).

This includes scheduling private chefs, chauffeurs, wellness therapists, or other bespoke services as requested. Ensure seamless execution by liaising with internal teams and external providers (restaurants, boutiques, cultural venues).

• Property & Service Oversight: Oversee the day-to-day guest experience at both the residences and the villa. Work closely with the on-site household staff (housekeepers, butlers, drivers, spa staff) to ensure Ultima’s service standards and “signature services” are impeccably delivered at all times. Conduct regular checks of amenities (e.g. residence setup, welcome amenities, cleanliness, security) to guarantee everything is in perfect order for the guests.

• Issue Resolution & VIP Hospitality: Handle any problems or guest complaints with tact, urgency, and discretion. Provide immediate solutions or alternatives to guarantee guest satisfaction. Remain calm and resourceful under pressure
  , going above and beyond to surprise and delight guests, thereby maintaining Ultima’s reputation for excellence.

• Guest Relationship Management: Build strong relationships with guests, learning their personal preferences and ensuring a highly tailored experience
  . Maintain up-to-date profiles of returning guests (preferences, special dates, dietary needs, etc.) to personalize future stays. Act as a trusted host who represents the Ultima brand values in all interactions.

• Local Expertise & Brand Ambassador: Utilize your in-depth knowledge of Geneva from its cultural landmarks and luxury shopping streets to the finest dining and entertainment options to provide expert recommendations. Stay informed about local events, new venues, and exclusive happenings that might interest our clientele. In all activities, embody the Ultima ethos and serve as a brand ambassador
  , promoting other Ultima destinations when appropriate.

• Administrative & Reporting Tasks: Manage guest folios and any billing for additional services. Solicit and record guest feedback. Provide regular reports to management on guest satisfaction, issues, and opportunities to further enhance the guest experience. Ensure confidentiality of guest information and privacy at all times, given the profile of our ultra-wealthy clients. Ensure strict compliance with Swiss data protection laws (nLPD) and EU GDPR
  .

• Experience: 3-5+ years in luxury hospitality, concierge, or guest relations roles (5-star hotels, luxury residences, or private members clubs).
  Proven experience in servicing…