Luxury Guest Experience Lead, Venice

Four Seasons; Venezia; On-site; EUR 65,000 - 95,000; Full time

Benefits offered by this job

Employee discount for stays

Dry cleaning for uniforms

Employee meals

Training & development

Job summary

Four Seasons Venice seeks a Guest Experience Manager to lead and elevate the guest journey across all stages of stay. You will coordinate VIP experiences, liaise with Front Office, Concierge, Housekeeping and F&B to ensure seamless service and personalized attention.

The role requires 3–5 years in luxury hotel guest relations, strong leadership, bilingual English/Italian, and excellent communication. Based at Hotel Danieli, Venice, with weekend/holiday flexibility and Italy work eligibility.

Qualifications

• 3–5 years in Guest Experience, Front Office, Concierge or Rooms Division within a luxury hotel environment.
• Demonstrated leadership, coaching and team development capabilities.
• Fluency in English and Italian.
• Strong communication and relationship-building skills.
• Proven problem-solving and ability to manage multiple priorities in a fast-paced setting.

Responsibilities

• Lead and coordinate all aspects of the guest experience from pre-arrival to departure.
• Manage guest engagement initiatives, VIP room assignments, amenities and recognition programs.
• Collaborate with Front Office, Concierge, Housekeeping, F&B and other departments to ensure consistent service delivery.
• Engage with guests, anticipate needs, gather feedback and resolve concerns promptly.
• Oversee service recovery efforts and analyze guest feedback to drive improvement.
• Promote hotel experiences and local attractions to maximize guest satisfaction.
• Lead, coach and develop the Guest Experience team with accountability and excellence.
• Monitor guest satisfaction scores and online reputation, providing regular analysis.
• Build relationships with local partners to curate unique guest experiences.

Skills

Leadership

Fluent English & Italian

Communication skills

Opera PMS knowledge

Guest experience focus

Tools

Opera PMS

Job description

Four Seasons Venice seeks a Guest Experience Manager to lead and elevate the guest journey across all stages of stay. You will coordinate VIP experiences, liaise with Front Office, Concierge, Housekeeping and F&B to ensure seamless service and personalized attention.

The role requires 3–5 years in luxury hotel guest relations, strong leadership, bilingual English/Italian, and excellent communication. Based at Hotel Danieli, Venice, with weekend/holiday flexibility and Italy work eligibility.