Hospitality Coordinator

Your mission

The Hospitality Coordinator is responsible for ensuring an exceptional and continuously improving experience for clients visiting the Panerai Manufacture. This role includes welcoming clients from global markets, organizing and hosting guided tours, managing visit agendas, and coordinating activities with internal departments to deliver high-quality hospitality.

The position requires excellent organizational, communication, and interpersonal skills to represent Panerai’s values of precision, craftsmanship, innovation, and exclusivity. A key aspect of this role is actively contributing to the ongoing evolution of the client experience, ensuring the Manufacture remains a temple and lever for an immersive experience at all times.

Client Hospitality & Tours

• Welcome clients, partners, and VIP guests visiting the Panerai Manufacture.
• Provide engaging, knowledgeable, and tailored guided tours, showcasing the history, expertise, and innovation of Panerai watches.
• Act as a host and ambassador of the Panerai brand, ensuring an unforgettable and professional client experience.
• Actively solicit client feedback to identify areas for improvement in the tour experience and overall Manufacture visit.
• Contribute to the development and implementation of new tour elements and experiences based on client feedback and industry best practices.

Agenda Management

• Plan and manage detailed visit agendas, adapting schedules to meet the needs of visiting markets and stakeholders.
• Ensure all logistical aspects, including timing and transitions, run seamlessly throughout the visit.
• Continuously review and refine visit agendas based on past experiences and feedback to optimize efficiency and client satisfaction.

Internal Coordination

• Liaise with relevant departments (watchmaking, manufacturing, research & development, supply chain, customer service, human resources, general services, and marketing) to organize and align activities for client visits.
• Coordinate the involvement of specialized teams (e.g., watchmakers, product developers) as part of the client experience.
• Facilitate cross-departmental collaboration to identify and implement improvements to the overall client journey.

Event and Experience Planning

• Plan, organize, and execute special experiences and workshops (e.g., hands-on watchmaking demonstrations, masterclasses, or heritage storytelling).
• Provide personalized touches and high-quality services tailored to the profile of each visiting group.
• Continuously evaluate the success of events and workshops, incorporating feedback to enhance future offerings and ensure they remain relevant and engaging.

Administration & Communication

• Manage visit-related administrative tasks, including travel confirmations, catering, and supporting materials.
• Maintain clear and professional communication with visiting markets to confirm and adjust itineraries as needed.
• Provide detailed feedback and reports post-visit to measure satisfaction and identify areas for improvement. These reports should include specific recommendations for enhancing the client experience.

Emergency & Issue Management

• Anticipate potential issues or conflicts during visits and act quickly to ensure seamless execution.
• Proactively manage unexpected changes in schedules or requirements with flexibility and professionalism.
• Document and analyze incidents to identify preventative measures and improve future responses to similar situations. 

Continuous Improvement Initiatives

• Proactively identify opportunities to enhance the client experience within the Panerai Manufacture.
• Participate in regular reviews of the hospitality program to identify areas for improvement and innovation.
• Contribute to the development and implementation of new initiatives to elevate the overall client journey and maintain the Manufacture as a leading example of immersive luxury experiences. 

your profile

• Proven experience in hospitality, client-facing roles or luxury brand environments.
• Strong understanding of the Panerai brand and watchmaking industry is highly desirable.
• Exceptional communication and storytelling skills; fluency in English, French, and at least one additional language (Italian or German preferred).
• Outstanding organizational and multitasking abilities with attention to detail.
• Team player with the ability to collaborate across multiple departments and levels.
• Proficiency in Microsoft Office and scheduling tools; familiarity with CRM systems is a plus.
• Demonstrated commitment to continuous improvement and a proactive approach to problem-solving.
• Positive, welcoming attitude with a natural talent for hosting.
• Passion for luxury craftsmanship and the art of watchmaking.
• Flexibility to adapt to last-minute changes and diverse client needs.
• A proactive mindset with a commitment to delivering excellence.
• A strong sense of ownership and accountability for the client experience.