Guest Services Manager

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

Descrizione del lavoro

Join Four Seasons Hotel Milan as a Guest Services Manager, where you will lead a team dedicated to delivering exceptional service in a luxury environment. This role requires strong leadership and interpersonal skills to enhance guest experiences and oversee daily operations in one of Milan's premier hotels.

Servizi

Competitive Salary and Benefits

Excellent Training and Development

Complimentary Dry Cleaning for Uniforms

Meals at Employee Restaurant

Employee Experience Initiatives

Employee Recognition Programs

Career Opportunities with Global Potential

Competenze

• Proven experience in managing and coaching teams.
• Ability to handle guest complaints effectively.
• Fluency in English and Italian required.

Mansioni

• Manage Guest Services team and ensure exceptional service delivery.
• Collaborate with teams for seamless guest experiences and feedback handling.
• Engage with guests to provide personalized service.

Conoscenze

Leadership

Interpersonal Skills

Communication

Customer Focus

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:

Iconic elegance in Milan’s most fashionable neighbourhood. . A 15th-century convent turned sophisticated garden retreat, Four Seasons Hotel Milano is a haven in the centre of Milan’s Fashion District. Fall asleep under frescoes in high-ceilinged rooms, dine on authentic Italian dishes on the airy veranda and recover from a day of shopping and sightseeing with a massage in our sleek, modern Spa.

About the role

We currently have an opportunity for a talented and creative Guest Services Managerto join our iconic Four Seasons Hotel Milan.

What you will do

Reporting directly to the Front of House Manager, the Guest Services Manager will be responsible for the following key responsibilities:

• Foster and maintain a harmonious and professional relationship with all hotel departments

• Demonstrate strong interpersonal skills and the ability to engage effectively with team members at all levels

• Coach and support Guest Services staff in delivering exceptional service, aligning with brand standards and behavioral benchmarks

• Supervise and, when necessary, personally assist with luggage delivery, room moves, and guest arrivals/departures

• Manage the Guest Services team, including recruitment, onboarding, scheduling, performance evaluations, and corrective actions as needed

• Collaborate closely with the Guest Experience team to address guest feedback or service recovery situations promptly

• Actively monitor lobby activity, engaging with guests (especially VIP and Elite guests) to provide personalized service

• Coordinate with Guest Relations and Concierge teams to ensure seamless handling of luggage, deliveries, and special requests

• Partner with the Chief Concierge on personalized guest recommendations and itinerary support

• Provide assistance across the department as required, ensuring a smooth and responsive operation

What you bring

• Strong leadership and team management skills to motivate staff and maintain smooth operations

• Excellent communication and interpersonal skills to ensure outstanding guest experiences

• Proven experience in handling guest complaints and resolving issues quickly and professionally

• A customer-focused mindset with the ability to anticipate andmeet guest needs

• Knowledge of hotel management systems and processes to streamline daily activities

• The ability to work under pressure and maintain high service standards in a fast-paced environment

• A positive attitude and commitment to fostering a welcoming and hospitable atmosphere for guests and staff alike

What we offe r

• Competitive Salary, wages, and a comprehensive benefits package

• Excellent Training and Development opportunities

• Complimentary Dry Cleaning for Employee Uniforms

• Meals available at our Employee Restaurant

• Employee Experience initiatives: from annual themed employee party to many ESG events throughout the year

• Employee Recognition Programs

• Opportunities to build a successful career with global potential

Schedule & Hours

This position is based at Four Seasons Hotel Milan and we will offer a regular term contract.

You must possess the legal right to work in Italy and have fluency in English and Italian.