Travel Operations & Concierge Executive – Italy

Travel Operations & Concierge Executive – Italy
Posted: 18.05.2026
Job reference:
BEFORE YOU APPLY - PLEASE READ
Please apply only if you meet ALL of the following non‑negotiable criteria. We receive a high volume of applications and can only consider candidates who match the brief:

You are resident in Italy or the United Kingdom. Applications from other countries will not be considered.
You are educated to university degree level. The subject of study is less important than the level of education, although a degree in travel, tourism, hospitality or a related field is a plus.
You are fluent in written and verbal English, and have at least conversational Italian.
You have demonstrable experience in a service, hospitality, concierge or coordination role where you have managed bookings, suppliers and live client communication. This does not need to come from the travel industry.
You are comfortable being available to clients during their stays, including evenings and weekends in peak season (clients are predominantly US‑based).
If based in Italy: you must already hold a VAT account (Partita IVA), or be willing to open one. This is non‑negotiable and applies to all Italy‑based hires. Please do not apply if you are not prepared to register as self‑employed.

Essenza Escapes is a luxury travel provider specialising in villa rentals and bespoke itineraries in Italy. We are looking for a Travel Operations & Concierge Executive to work alongside our Travel Planners, taking ownership of the booking, documentation and live‑trip support that turns a planned itinerary into a flawless guest experience.
This is a hybrid operations and concierge role. In the lead‑up to each trip, you will be confirming services, liaising with property owners and activity suppliers, and producing client‑facing travel documents. Once guests are on the ground, you become their point of contact via our in‑app messaging — handling last‑minute changes, requests, adjustments and any issues that arise during the stay, with calm and care.
It is not a heavily client‑facing role at the booking stage — the Travel Planner owns the client relationship — but during travel you become the friendly, capable voice making sure everything runs smoothly.

KEY RESPONSIBILITIES
Pre‑trip

Book and reconfirm villas, transfers, experiences and other services on behalf of the Travel Planners.
Liaise with property owners and activity suppliers to lock in details, timings and special requests.
Produce accurate, polished client travel documents (itineraries, vouchers, welcome packs).
Maintain meticulous records in our CRM system so every detail is captured and accessible to the team.
Flag risks, gaps or supplier issues to the Travel Planner ahead of arrival.

During travel

Act as the client’s day‑to‑day point of contact via our app, responding promptly and warmly to messages.
Handle last‑minute changes, restaurant bookings, additional experiences and on‑the‑ground requests.
Resolve issues swiftly — a broken appliance, a weather change, a missed transfer — coordinating directly with owners and suppliers.
Keep the Travel Planner informed of anything material, and elevate where needed.

Low season

In quieter months, when fewer clients are travelling, you will support the wider team with a broader range of tasks. These may include property inspections in Italy, reviewing and refreshing supplier documentation, sourcing new activity providers, refining standard operating procedures, and contributing to projects that improve how we work.
This is one of the most enjoyable parts of the role — it is when you get to deepen your destination knowledge, visit properties first‑hand and shape how we deliver.

SKILLS & EXPERIENCE REQUIRED

A service‑first mindset: you take genuine pride in looking after people and solving their problems.
Exceptional organisation and attention to detail: you keep dozens of moving parts straight without dropping anything.
Calm under pressure: when a client messages at 10pm about an issue, you respond promptly and reassuringly.
Excellent written English: warm, professional and concise — this is how guests will mostly experience you.
Conversational Italian: you can…