Senior Guest Experience Manager

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McArthurGlen Group, Europe’s leading owner, developer and manager of designer outlets, was founded in Europe in 1993 and currently manages 20+ designer outlets in 8 countries.
The Role
At Serravalle Designer Outlet, we are looking for an exceptional Senior Guest Experience Manager to elevate hospitality across the centre and make every visit feel welcoming, seamless and memorable.
You will lead the full guest experience operation—from Guest Services, the Guest Lounge, Clienteling and personal shopping to family attractions, shopping services and premium parking—setting ambitious standards and ensuring they come to life every day.
Leading three direct reports, an in-house team of around 16 and approximately 25 partner colleagues, you will combine strategic thinking with visible operational leadership and help shape the future of Serravalle’s guest-facing spaces.
What You’ll Be Doing
- Define and deliver Serravalle’s guest experience plan, continually raising standards across the full guest journey.
- Lead,



coach and develop the in-house team while holding outsourced partners accountable for quality and performance.
- Guide premium services and personalised guest journeys that strengthen satisfaction, loyalty and commercial results.
- Use guest feedback and KPIs to improve performance, resolve issues and identify new service opportunities.
- Own the Guest Experience budget, forecasting and cost control, balancing exceptional service with commercial value.
- Source and manage suppliers, ensuring guest-facing areas are beautifully presented, maintained and operated to the highest standards.
- Partner across Facilities, Tourism, Retail and luxury brands to deliver joined-up services and shape the redesign of key guest spaces.
- Participate in the centre duty management rota and respond confidently to operational incidents.
- Significant leadership experience in luxury hospitality, ideally within a large hotel or resort group and across broad guest services, guest relatio

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8545yf