VIP Guest Experience Lead — Luxury Hospitality

Four Seasons; Firenze; In loco; EUR 50.000 - 70.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive Salary

Excellent Training and Development

Complimentary Accommodation at other 四

Complimentary Dry Cleaning forEmployee

Employee Meals

Descrizione del lavoro

Four Seasons Hotel Firenze seeks a passionate and service-driven Guest Experience Manager to lead the Guest Experience Team and create personalized, memorable guest experiences in a luxury setting.

This full-time maternity cover position (12 months minimum) requires coordinating VIP arrivals, maintaining guest profiles, and driving service excellence across departments to ensure unforgettable stays.

Competenze

• 1–2 years of leadership or supervisory experience in a similar role.
• Experience in luxury hotel operations and guest service standards.
• Excellent presentation and interpersonal skills with a proactive attitude.
• Proven ability to manage VIP guests and service recovery.
• Familiarity with hotel property management systems (Opera PMS).
• Fluent in Italian and English; knowledge of a third language is an advantage.

Mansioni

• Lead and coordinate the Guest Experience Team to deliver service excellence.
• Ensure policies and standards are consistently applied.
• Oversee guest recognition programs and maintain profiles.
• Use Front Desk platforms to maintain guest history and loyalty.
• Coordinate VIP arrivals, room assignments, and personalized experiences.
• Conduct regular VIP room inspections.
• Build relationships with guests and solicit feedback.
• Manage guest concerns and service recovery professionally.
• Analyze feedback to identify root causes and implement corrective actions.
• Coordinate pre-arrival and post-stay communications for selected guests.
• Identify training needs and develop coaching initiatives.
• Lead team briefings and monitor guest satisfaction metrics.

Conoscenze

Leadership

Guest service

Team management

VIP guest handling

Communication

Problem solving

Opera PMS

Descrizione del lavoro

Four Seasons Hotel Firenze seeks a passionate and service-driven Guest Experience Manager to lead the Guest Experience Team and create personalized, memorable guest experiences in a luxury setting.

This full-time maternity cover position (12 months minimum) requires coordinating VIP arrivals, maintaining guest profiles, and driving service excellence across departments to ensure unforgettable stays.