Guest Experience Manager

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7tuqhh

ph3About Four Seasons: /h3 pFour Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture. /p pAt Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us. /p h3About the location: /h3 pAn urban retreat steeped in historic beauty. Stroll the city’s biggest private garden – a tranquil haven of statues, fountains and centuries-old trees – or retire to your suite where frescoes line the walls amid original architectural features. Our historic Hotel, with its Michelin-starred Italian restaurant and a locally inspired Spa where you can spend afternoons in pure indulgence, is just steps away from the cultural heart of Florence. /p h3About the role /h3 pAt Four Seasons Hotel Firenze, we are seeking a passionate and service-driven Guest Experience Manager to lead our Guest Experience Team. In this role, you will be responsible for creating personalized and memorable experiences for our guests, ensuring every stay reflects the exceptional standards of luxury, care, and hospitality that define the Four Seasons brand.



/p pThis position is offered as a full-time maternity cover contract for a minimum of 12 months. /p h3What you will do /h3 ul lipLead, motivate, and coordinate the Guest Experience Team, fostering a culture of service excellence, accountability, and continuous improvement. /p /li lipEnsure all local and corporate policies, procedures, and Four Seasons standards are consistently applied and maintained. /p /li lipOversee guest recognition programs and ensure guest preferences, profiles, and special requests are accurately captured, maintained, and acted upon. /p /li lipUtilize company systems and Front Desk operational platforms to maintain accurate guest history records and maximize guest satisfaction, recognition, and loyalty. /p /li lipCoordinate VIP arrivals, room assignments, amenities, and personalized experiences in collaboration with Front Office, In-Room Dining, Housekeeping, and other departments. /p /li lipConduct regular inspections of VIP rooms to ensure the highest standards of quality and presentation. /p /li lipBuild meaningful relationships with guests, proactively seeking feedback and identifying opportunities to enhance their experience. /p /li lipManage guest concerns, complaints, and service recovery situations with professionalism, empathy, and a solutions-oriented approach. /p /li lipAnalyze guest feedback and service trends to identify root causes and implement corrective actions to prevent recurrence. /p /li lipCoordinate pre-arrival and post-stay communications for selected guests,



ensuring a highly personalized and seamless experience. /p /li lipIdentify training needs and implement coaching and development initiatives to enhance team performance and service delivery. /p /li lipConduct regular team briefings and meetings to review guest feedback, service performance, and opportunities for improvement. /p /li lipMonitor and drive guest satisfaction metrics, supporting the hotel's objectives for service excellence and guest loyalty. /p /li /ul h3What you bring /h3 ul lip1 to 2 years of leadership or supervisory experience in a similar role, combined with previous Front Office experience. /p /li lipStrong understanding of hotel operations and guest service standards, preferably within a luxury hospitality environment. /p /li lipExcellent presentation, communication, and interpersonal skills, with a positive, proactive attitude and a genuine passion for delivering exceptional guest experiences. /p /li lipProven ability to manage VIP guests, handle service recovery situations, drive guest recognition initiatives, and collaborate effectively across departments. /p /li lipStrong problem-solving and leadership skills, with proficiency in hotel property management systems, preferably Opera PMS. /p /li lipFluent in both written and spoken Italian and English, knowledge of a third language is an advantage. /p /li /ul h3What we offer: /h3 ul liCompetitive Salary, wages, and a comprehensive benefits package /li liExcellent Training and Development opportunities /li liComplimentary Accommodation at other Four Seasons Hotels and Resort /li liComplimentary Dry Cleaning for Employee Uniforms /li liEmployee Meals /li /ul h3Schedule Hours: /h3 pThis is a full-time maternity cover position (12 months minimum). Flexibility to work rotating shifts, including weekends and public holidays, is required. /p /p #J-18808-Ljbffr

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7tuqhh