Luxury Guest Experience Lead

Hosco.com; Firenze; In loco; EUR 42.000 - 62.000; Tempo pieno

Vantaggi offerti da questo lavoro

Accommodation perks

Dry cleaning

Employee meals

Training opportunities

Competitive salary

Descrizione del lavoro

Four Seasons Hotel Firenze is seeking a passionate and service-driven Guest Experience Manager to lead our Guest Experience Team and create personalized, memorable stays reflecting the hotel's luxury standards.

In this full-time maternity cover (12 months), you will coordinate with Front Office, In-Room Dining, Housekeeping, and other departments, manage VIP guests and preferences, and drive service excellence across the guest journey.

Competenze

• 1–2 years of leadership or supervisory experience in a similar role, with Front Office background.
• Strong understanding of hotel operations and guest service standards, luxury hospitality preferred.
• Excellent presentation, communication, and interpersonal skills with a proactive attitude.
• Proven ability to manage VIP guests, handle service recovery, and collaborate across departments.
• Experience with Opera PMS or similar hotel property management systems is a plus.

Mansioni

• Lead, motivate, and coordinate the Guest Experience Team with a service-excellence culture.
• Ensure local and corporate policies and Four Seasons standards are followed.
• Oversee guest recognition programs and capture guest preferences and requests.
• Use Front Desk systems to maintain accurate guest history and loyalty.
• Coordinate VIP arrivals, room assignments, amenities, and personalized experiences with Front Office and other departments.
• Inspect VIP rooms for top-tier quality and presentation.
• Build relationships with guests and seek feedback to improve experiences.
• Manage guest concerns and service recovery professionally and empathetically.
• Analyze guest feedback to identify root causes and implement corrective actions.
• Coordinate pre-arrival and post-stay communications for selected guests.
• Identify training needs and implement coaching to enhance team performance.
• Conduct regular team briefings to review feedback and performance.
• Monitor guest satisfaction metrics and support service excellence objectives.

Conoscenze

Leadership experience

Front Office operations

Guest service excellence

Communication skills

Strumenti

Opera PMS

Descrizione del lavoro

Four Seasons Hotel Firenze is seeking a passionate and service-driven Guest Experience Manager to lead our Guest Experience Team and create personalized, memorable stays reflecting the hotel's luxury standards.

In this full-time maternity cover (12 months), you will coordinate with Front Office, In-Room Dining, Housekeeping, and other departments, manage VIP guests and preferences, and drive service excellence across the guest journey.