Guest Experience Manager

Four Seasons Hotels and Resorts; Venezia; In loco; EUR 40.000 - 60.000; Tempo pieno

Descrizione del lavoro

A leading luxury hotel company in Venice is seeking a Guest Experience Manager to deliver a personalized guest experience from pre-arrival to departure. The ideal candidate will have a minimum of 3 years in luxury hotel environments and be fluent in English and Italian. Responsibilities include managing guest services, collaborating with departments, and fostering team excellence. This full-time position offers competitive salary and benefits.

Servizi

Competitive Salary

Comprehensive benefits package

Employee discount for stays worldwide

Complimentary dry cleaning for uniforms

Complimentary employee meals

Competenze

• Minimum 3 years of luxury hotel experience in Front Desk, Guest Experience or Concierge.
• Fluency in English and Italian.
• Experience in Concierge is highly preferred.
• Minimum 1 year managing a team.
• Must have experience in Opera.

Mansioni

• Lead and manage the full guest experience, ensuring personalized service.
• Send pre-arrival communications and oversee VIP preparations.
• Collaborate with all departments to deliver a seamless experience.
• Engage with guests, gathering feedback and resolving issues.
• Promote hotel amenities and experiences to enhance guest satisfaction.

Conoscenze

Leadership

Communication

Problem-solving

Interpersonal Abilities

Organizational Skills

Active Listening

Strumenti

Opera

Descrizione del lavoro

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 will deliver a seamless, personalized guest experience from pre‑arrival to departure. Anticipating needs and ensuring flawless service across departments, you'll uphold the highest standards of luxury hospitality. With warmth, professionalism, and local expertise, you'll create memorable moments that inspire guest loyalty.

What You Will Do

• Lead and manage the full guest experience, ensuring personalized service and flawless coordination from arrival to departure.
• Send pre‑arrival communications, block rooms according to preferences, and oversee VIP preparations and amenities.
• Collaborate with all departments (F&B, Concierge, Front Desk, Housekeeping) to deliver a seamless and anticipatory guest experience.
• Engage with guests throughout their stay, gathering feedback, resolving issues promptly, and ensuring all requests are met with care.
• Promote hotel amenities, experiences, and local highlights to enhance the stay and drive guest satisfaction.
• Provide guidance, coaching, and motivation to the Guest Experience team, fostering a culture of excellence and service passion.
• Maintain strong relationships with vendors and partners, leveraging local expertise to curate unique, memorable experiences.
• Monitor and report on guest satisfaction trends, feedback, and performance metrics to support continuous improvement.

What You Bring

• Minimum 3 years of luxury hotel experience in Front Desk, Guest Experience or Concierge.
• Fluency in English and Italian.
• Experience in Concierge is highly preferred.
• Minimum 1 year managing a team.
• Must have experience in Opera.
• Strong leadership & organizational skills required.
• Excellent communication and interpersonal abilities.
• Problem‑solving and conflict‑resolution skills.
• Skilled in active listening and providing constructive feedback to support team development.

What We Offer

• Competitive Salary, wages, and a 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.