Guest Experience Manager

Four Seasons; Venezia; Sur place; EUR 70 000 - 100 000; Plein temps

Avantages offerts par ce poste

Competitive salary & benefits

Training & development

Employee discount on stays

Dry cleaning for uniforms

Employee meals

Résumé du poste

Four Seasons Hotel Danieli in Venice is seeking a Guest Experience Manager to lead the guest journey across all stay stages, delivering personalized service with operational excellence.

You will partner with Front Office, Concierge, Housekeeping and F&B to craft memorable experiences, manage VIPs, and drive guest satisfaction, loyalty and brand advocacy through proactive engagement and team leadership.

Qualifications

• 3–5 years of guest experience/Front Office in luxury hotels.
• Leadership experience with coaching and developing teams.
• Fluency in English and Italian.
• Strong knowledge of Opera PMS and hotel operations.
• Excellent communication and relationship-building skills.
• Analytical mindset with ability to analyze guest feedback and trends.

Responsabilités

• Lead and coordinate all aspects of the guest experience from pre-arrival to departure.
• Manage guest engagement, VIP rooms, amenities, special requests, and recognition programs.
• Collaborate with Front Office, Concierge, Housekeeping, Food & Beverage to ensure consistent service.
• Actively engage with guests, anticipate needs, gather feedback, and resolve concerns promptly.
• Oversee service recovery and implement improvements from feedback.
• Promote hotel experiences, services, and local attractions to maximize satisfaction.
• Lead, coach, and develop the Guest Experience team.
• Monitor guest satisfaction scores and provide regular analysis to leadership.
• Build relationships with local partners to curate unique experiences reflecting the brand.
• Support initiatives that enhance efficiency and guest loyalty.

Connaissances

Guest Experience

Leadership

Communication

Problem-solving

Organizational skills

Fluent English

Fluent Italian

Formation

Hospitality Management degree

Outils

Opera PMS

Description du poste

About Four Seasons

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location

Overlooking the Venetian Lagoon and just steps from Piazza San Marco, Danieli, a Four Seasons Hotel, Venice is an iconic property offering elegant, spacious accommodations. The historic hotel showcases majestic Venetian architecture dating back to the 14th century. Guests can also enjoy spectacular views of Venice's landmarks from the rooftop Restaurant Terrazza Danieli.

About the Role

The Guest Experience Manager is responsible for leading and elevating the guest journey throughout all stages of the stay, ensuring exceptional personalized service and operational excellence. Acting as a key liaison between guests and hotel departments, this role oversees guest engagement initiatives, service recovery, VIP experiences, and team performance, while fostering a culture of luxury hospitality, genuine care, and attention to detail. The Guest Experience Manager will work closely with Front Office, Concierge, Housekeeping, and Food & Beverage teams to create memorable experiences that drive guest satisfaction, loyalty, and brand advocacy.

What You Will Do

• Lead and coordinate all aspects of the guest experience, ensuring seamless and personalized service from pre-arrival through departure.
• Manage guest engagement initiatives, including pre-arrival communication, VIP room assignments, amenities, special requests, and recognition programs.
• Collaborate closely with Front Office, Concierge, Housekeeping, Food & Beverage, and other operational departments to ensure consistency in service delivery and guest communication.
• Actively engage with guests throughout their stay, anticipating needs, gathering feedback, and ensuring concerns are resolved promptly and effectively.
• Oversee service recovery efforts and guest feedback processes, identifying trends and implementing solutions to continuously enhance the guest experience.
• Promote hotel experiences, services, and local attractions to maximize guest satisfaction and create memorable, personalized moments.
• Lead, coach, and develop the Guest Experience team, fostering a culture of accountability, engagement, and service excellence.
• Monitor guest satisfaction scores, online reputation metrics, and departmental performance indicators, providing regular analysis and recommendations for improvement.
• Build strong relationships with local partners and vendors to curate unique experiences that reflect the destination and brand standards.
• Support operational initiatives and projects that enhance efficiency, drive guest loyalty, and strengthen the overall hotel experience

What You Bring

• Minimum 3-5 years of experience in Guest Experience, Front Office, Concierge, or Rooms Division within a luxury hotel environment.
• Previous leadership experience with the 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.
• Proven problem-solving and conflict-resolution abilities.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Analytical mindset with experience interpreting guest feedback, satisfaction metrics, and service trends.
• Passion for luxury hospitality and a genuine desire to create exceptional guest experiences.

What We Offer

• Competitive salary and comprehensive benefits package.
• Excellent Training and Development opportunities.
• Employee Discount for stays at any Four Seasons worldwide.
• Complimentary Dry Cleaning for Employee Uniforms.
• Complimentary Employee Meals.

Schedule & Location

Full-time position based at Hotel Danieli, Venice.

Flexibility to work weekends and holidays as needed.

You must possess the legal right to work in Italy.