Guest Experience Director - Luxury Hotel, Venice

Four Seasons Hotels Ltd; Venezia; On-site; EUR 70,000 - 95,000; Full time

Benefits offered by this job

Employee discount for stays

Complimentary dry cleaning of employee

Complimentary employee meals

Training and development opportunities

Job summary

Four Seasons Hotels Ltd in Venice is seeking a Guest Experience Manager to elevate the guest journey across all stages of stay, coordinating with Front Office, Concierge, Housekeeping and F&B to deliver personalized service and flawless operation. This role requires fluency in English and Italian, with a passion for luxury hospitality.

You will lead and mentor the Guest Experience team, drive VIP experiences, respond to feedback, and partner with local vendors to craft memorable moments that

Qualifications

• 3–5 years in Guest Experience or Rooms Division in a luxury hotel.
• Proven leadership with ability to motivate, coach, and develop teams.
• Fluency in English and Italian.
• Concierge experience is highly preferred.
• Strong knowledge of Opera PMS and hotel operations.
• Excellent communication, interpersonal, and relationship-building skills.
• Problem-solving and conflict-resolution abilities.
• Strong organizational skills in a fast-paced environment.

Responsibilities

• Lead and coordinate all aspects of the guest experience from pre-arrival through departure.
• Manage guest engagement initiatives, including VIP room assignments, amenities, and recognition programs.
• Collaborate with Front Office, Concierge, Housekeeping, and F&B to ensure consistency in service delivery.
• Actively engage with guests throughout their stay, gather feedback, and resolve concerns promptly.
• Oversee service recovery efforts and analyze guest feedback trends to implement improvements.
• Promote hotel experiences, services, and local attractions to enhance satisfaction.
• Lead, coach, and develop the Guest Experience team for accountability and service excellence.
• Monitor guest satisfaction scores and online reputation metrics, providing regular analysis and recommendations.
• Build relationships with local partners and vendors to curate memorable experiences.

Skills

Fluent English and Italian

Leadership

Customer service excellence

Analytical mindset

Tools

Opera PMS

Job description

Four Seasons Hotels Ltd in Venice is seeking a Guest Experience Manager to elevate the guest journey across all stages of stay, coordinating with Front Office, Concierge, Housekeeping and F&B to deliver personalized service and flawless operation. This role requires fluency in English and Italian, with a passion for luxury hospitality.

You will lead and mentor the Guest Experience team, drive VIP experiences, respond to feedback, and partner with local vendors to craft memorable moments that