Guest Experience Manager - Mett Milan Torre Velasca

Sunset Hospitality Group (SHG) is a leading multinational lifestyle hospitality group, with a wide portfolio encompassing Hotels & Resorts, Restaurants, Beach Clubs, Nightclubs, Fitness Centers, and more.

SHG operates over 81 venues in 25 countries with a commitment to deliver authentic and diverse hospitality experiences that bring people together, all around the world.

From the Sunset Hotels & Resorts division, we are seeking a passionate and service-driven Guest Experience Manager for METT Milan Torre Velasca, our new Residences & Suites project located in the iconic Torre Velasca, right in the heart of Milan. This role is essential in ensuring every guest enjoys a flawless and memorable stay. It requires effective communication with guests, maintaining the highest service standards, managing guest feedback, and working closely with various departments to uphold the brand’s quality.

Main responsibilities

• Oversee all Guest experience operations , ensuring smooth processes, compliance with brand standards, and delivering exceptional guest service from arrival through departure.
• Provide a warm and genuine welcome to guests , offering a professional introduction to the venue and assisting with efficient check-in procedures to create a positive first impression.
• Lead, train, and evaluate the Guest experience team , fostering motivation, continuous development, and alignment with service excellence goals.
• Serve as the primary point of contact for guest inquiries, requests, and concerns , responding promptly and effectively
• Facilitate additional guest services , including coordinating transportation, reservations, and local recommendations to enhance the overall guest experience.
• Collaborate closely with other departments (Housekeeping, Engineering, Sales, etc.) to ensure seamless operations and consistent quality standards throughout the venue.
• Manage group and VIP arrivals and departures , ensuring meticulous coordination, accurate documentation, and personalized attention, especially for VIP guests.
• Maintain comprehensive and up-to-date guest profiles , recording preferences and special requests to enable tailored experiences for future visits.
• Monitor and analyze guest feedback and satisfaction metrics , proactively addressing trends and implementing improvements in collaboration with department heads.
• Develop and implement guest recognition and loyalty initiatives to build lasting relationships and encourage repeat visits.
• Support venue events and PR activities , assisting in their coordination and leveraging loyalty data to maximize guest engagement and commercial opportunities.
• Promote revenue growth through upselling and cross-selling , effectively communicating the value of the vemie services such as room upgrades, spa treatments, and dining options.
• Ensure compliance with safety procedures and operational standards

Qualifications

• Bachelor’s degree in Hospitality, Hotel Management, Tourism or a related field
• Minimum 3 years of proven experience in a Guest Experience leadership role within 5
• luxury hotels or lifestyle hospitality
• Experience in luxury Suites & Residences operations will be considered an asset.
• Fluency in English and Italian; additional languages are a plus
• Strong organizational, problem-solving, and team leadership skills
• Genuine passion for delivering outstanding guest service and personalized experiences
• Excellent problem resolution skills along with outstanding communication and active listening skills
• Solid knowledge of PMS systems and front office operations

Benefits

• Competitive Salary.
• Discounts Across Sunset's Venues and More : Experience the Sunset lifestyle to the fullest with exclusive discounts at all our venues and beyond.
• Career Growth Opportunities : Your professional journey is our priority. Elevate your career with tailored growth opportunities that align with your ambitions.