Guest Experience Manager - METT Milan Torre Velasca

Direct message the job poster from Sunset Hospitality Group

Overview

Talent Acquisition Manager - Europe, North Africa & Turkey at Sunset Hospitality Group

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.

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
• 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.

Links

You can learn more about our company: https://www.metthotelsandresorts.com/milan/ & https://www.sunsethospitality.com/

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Quality Assurance, Customer Service, and Public Relations
• Industries: Hotels and Motels, Food and Beverage Services, and Hospitality

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Last updated: Refine as needed to maintain accuracy and relevancy.