Guest Experience Manager (12-Month Maternity Cover)

Hospitaliti; Firenze; Presencial; EUR 36 000 - 47 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Salary & Benefits

Free Accommodation

Dry Cleaning

Employee Meals

Training & Development

Resumo da oferta

Four Seasons Hotel Firenze in Florence is seeking a Guest Experience Manager to lead the Guest Experience Team. The role focuses on creating personalized, luxurious stays that reflect the Four Seasons standards and brand promise.

This is a full-time maternity cover contract for a minimum of 12 months. You will oversee guest recognition, VIP handling, and cross-department collaboration with Front Office, In-Room Dining, and Housekeeping to ensure flawless service.

Qualificações

• 1–2 years of leadership or supervisory experience in a similar role.
• Front Office experience in luxury hospitality preferred.
• Fluency in Italian and English required.
• Knowledge of a third language is an advantage.

Responsabilidades

• Lead and coordinate the Guest Experience Team.
• Ensure all local and corporate policies, procedures, and Four Seasons standards are consistently applied and maintained.
• Oversee guest recognition programs and ensure guest preferences, profiles, and special requests are accurately captured, maintained, and acted upon.
• Utilize company systems and Front Desk platforms to maintain accurate guest history records and maximize guest satisfaction, recognition, and loyalty.
• Coordinate VIP arrivals, room assignments, amenities, and personalized experiences with Front Office, In-Room Dining, Housekeeping and other departments.
• Conduct regular inspections of VIP rooms to ensure the highest standards of quality and presentation.
• Build meaningful relationships with guests, proactively seeking feedback and identifying opportunities to enhance their experience.
• Manage guest concerns, complaints, and service recovery situations with professionalism, empathy, and a solutions-oriented approach.
• Analyze guest feedback and service trends to identify root causes and implement corrective actions to prevent recurrence.
• Coordinate pre-arrival and post-stay communications for selected guests, ensuring a highly personalized and seamless experience.
• Identify training needs and implement coaching and development initiatives to enhance team performance and service delivery.
• Conduct regular team briefings and meetings to review guest feedback, service performance, and opportunities for improvement.
• Monitor and drive guest satisfaction metrics, supporting the hotel's objectives for service excellence and guest loyalty.

Conhecimentos

Leadership

Front Office experience

Guest service excellence

Communication skills

Interpersonal skills

Italian & English fluency

Opera PMS

Ferramentas

Opera PMS

Descrição da oferta de emprego

Four Seasons Hotel Firenze in Florence is seeking a Guest Experience Manager to lead the Guest Experience Team. The role focuses on creating personalized, luxurious stays that reflect the Four Seasons standards and brand promise.

This is a full-time maternity cover contract for a minimum of 12 months. You will oversee guest recognition, VIP handling, and cross-department collaboration with Front Office, In-Room Dining, and Housekeeping to ensure flawless service.