Luxury Digital Concierge: Real-Time Guest Service

Four Seasons; Venezia; In loco; EUR 24.000 - 30.000; Tempo pieno

Vantaggi offerti da questo lavoro

Annual salary

Training & development

Employee discount

Dry cleaning

Employee meals

Descrizione del lavoro

Four Seasons Venice seeks a Digital Concierge to act as the virtual front line for guest engagement, delivering seamless and personalized service across digital channels. You will coordinate reservations, provide real-time assistance through the Four Seasons App, and collaborate across Concierge, Front Desk, Spa, and F&B to ensure a memorable guest journey.

The role requires strong written communication, high digital literacy, and fluency in English and Italian.

Competenze

• Experience in guest services, reservations, concierge, or customer support, preferably in luxury hospitality.
• Strong written communication skills for digital engagement.
• High digital literacy to navigate hotel systems and apps.
• Passion for service and creating memorable guest experiences.
• Excellent organizational skills for handling multiple chats and requests.
• Anticipatory service mindset supported by problem-solving skills.
• Fluency in English and Italian; additional languages are a plus.

Mansioni

• Manage guest inquiries and requests via email, live chat, and other digital platforms with prompt, accurate responses.
• Act as primary contact for guests using the hotel app, offering real-time booking support and updates.
• Coordinate dining, spa, transportation, and activities through digital systems with timely confirmations.
• Log guest requests and preferences into the resort’s systems for personalized service.
• Provide tailored recommendations for on-property experiences and local attractions.
• Assist with pre-arrival engagement, room upgrades, and upsell opportunities via messaging platforms.
• Collaborate with Concierge, Front Desk, Housekeeping, Spa, and F&B teams to ensure seamless service.
• Monitor guest sentiment in real time and escalate issues for recovery and delight opportunities.
• Maintain Four Seasons standards of communication, tone, and privacy across digital channels.

Conoscenze

Guest services

Digital literacy

Written communication

Multitasking

Problem solving

English & Italian

Strumenti

CRM platforms

Hotel systems

Mobile apps

Real-time messaging tools

Descrizione del lavoro

Four Seasons Venice seeks a Digital Concierge to act as the virtual front line for guest engagement, delivering seamless and personalized service across digital channels. You will coordinate reservations, provide real-time assistance through the Four Seasons App, and collaborate across Concierge, Front Desk, Spa, and F&B to ensure a memorable guest journey.

The role requires strong written communication, high digital literacy, and fluency in English and Italian.