Guest Relations Manager

About Us
Company Overview
Ultima Collection
is a leading ultra-luxury hospitality brand specializing in private residences, villas, and boutique hotels across Europe. Our properties are
designed for ultra-high-net-worth (UHNW) guests
, offering unparalleled privacy, bespoke services, and wellness-focused experiences . In Geneva, Ultima Collection operates two exclusive properties:
Ultima Quai Wilson Geneva
– a collection of five full-floor luxury residences on the lakeside – and
Ultima Grand Villa Geneva (Mies)
– a secluded private villa estate near the city. Both locations embody Ultima's distinctive philosophy of
hyper-personalised service
and exceptional design, providing UHNW clientele with the feeling of a private home combined with five-star amenities .

Mission
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.

Key Responsibilities

• 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.

Profile
Qualifications & Skills

• 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 discerning, VIP clientele is required. Prior experience in ultra-luxury environments (such as private villas/chalets or superyachts) is highly valued.
• Language Proficiency: Fluency in French and English is mandatory (both written and spoken). Additional languages (e.g. Arabic, Russian, Chinese, or others) are a strong asset given our international guest profile.
• Local Knowledge: Deep familiarity with Geneva and surrounding areas. Up-to-date on the city's upscale restaurants, nightlife, cultural events, luxury shops, and insider experiences. Able to leverage a network of contacts to fulfill guest requests.
• Soft Skills: Excellent communication and interpersonal skills, with a friendly and polished demeanor. Outstanding presentation and etiquette in line with a luxury environment (well-groomed, courteous, and professional at all times). Strong intuition for discretion and confidentiality when dealing with high-profile guests.
• Service Excellence: A genuine passion for hospitality and going the extra mile for guests. Detail-oriented, proactive, and empathetic, with the ability to anticipate needs before they are expressed. Problem-solving skills and resourcefulness to handle unique or last-minute requests with ease.
• Organizational Skills: Ability to multitask and prioritize effectively, especially when managing requests for multiple guests or properties. Solid organizational and administrative abilities (booking systems, email correspondence, basic budgeting for guest activities).
• Flexibility: Willingness to work non-traditional hours as needed including evenings, weekends, and holidays to accommodate the nature of UHNWI assistance. A high degree of flexibility and availability.
• Cultural Fit: Knowledge of UHNWI clientele expectations and lifestyles is a plus A team-player mindset, able to collaborate with a small team of luxury service professionals. Self-motivated and autonomous, capable of managing the guest relations function with minimal supervision while aligning with Ultima's brand standards.
• Education: A diploma or degree in Hospitality Management or a related field is preferred (but not strictly required). Ongoing training or certifications in luxury hospitality or concierge services are beneficial.

Location & Employment Details

• Location: Geneva, Switzerland. The role is primarily based at Ultima Quai Wilson (Geneva city), with regular duties at Ultima Grand Villa in Mies (approximately 15-20 minutes from Geneva) as needed. The candidate must be located in (or willing to relocate to) the Geneva area and have good knowledge of the region.
• Employment Type: Full-time, year-round position. This is a permanent role (not seasonal), offering the successful candidate the opportunity to grow within Ultima's expanding portfolio.
• Schedule: The position entails a flexible schedule, including evenings and weekends, to meet guests' needs. We expect availability, given the exclusive service level. (Appropriate rest periods and time off will be ensured in line with Swiss labor regulations.)
• Compensation: Competitive salary commensurate with experience, plus potential performance-based incentives. Ultima Collection offers a comprehensive benefits package and opportunities for professional development within our ultra-luxury hospitality group.

Application Process
Ultima Collection is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

For more information about Ultima Collection and our properties, visit our website.

If you are
passionate about delivering ultra-personalized service
and have the experience to thrive in a luxury environment, we invite you to apply.

Please submit your CV and a cover letter detailing your relevant experience and why you would be a great fit for this role.

Référence de l'offre : exf59o5uvh