Guest Experience Manager
h3About Four Seasons /h3pFour 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. /ppAt 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. /ph3About the location /h3pOverlooking the Venetian Lagoon and just steps from Piazza San Marco, Danieli, a Four Seasons Hotel, Venice is an iconic property offering elegant, spacious accommodations. The historic hotel showcases majestic Venetian architecture dating back to the 14th century. Guests can also enjoy spectacular views of Venice's landmarks from the rooftop Restaurant Terrazza Danieli. /ph3About the Role /h3pThe Guest Experience Manager is responsible for leading and elevating the guest journey throughout all stages of the stay, ensuring exceptional personalized service and operational excellence. Acting as a key liaison between guests and hotel departments, this role oversees guest engagement initiatives, service recovery, VIP experiences, and team performance, while fostering a culture of luxury hospitality, genuine care, and attention to detail.
The Guest Experience Manager will work closely with Front Office, Concierge, Housekeeping, and Food Beverage teams to create memorable experiences that drive guest satisfaction, loyalty, and brand advocacy. /ph3What You Will Do /h3ulliLead and coordinate all aspects of the guest experience, ensuring seamless and personalized service from pre-arrival through departure. /liliManage guest engagement initiatives, including pre-arrival communication, VIP room assignments, amenities, special requests, and recognition programs. /liliCollaborate closely with Front Office, Concierge, Housekeeping, Food Beverage, and other operational departments to ensure consistency in service delivery and guest communication. /liliActively engage with guests throughout their stay, anticipating needs, gathering feedback, and ensuring concerns are resolved promptly and effectively. /liliOversee service recovery efforts and guest feedback processes, identifying trends and implementing solutions to continuously enhance the guest experience. /liliPromote hotel experiences, services, and local attractions to maximize guest satisfaction and create memorable, personalized moments. /liliLead, coach, and develop the Guest Experience team, fostering a culture of accountability, engagement, and service excellence. /liliMonitor guest satisfaction scores, online reputation metrics,
and departmental performance indicators, providing regular analysis and recommendations for improvement. /liliBuild strong relationships with local partners and vendors to curate unique experiences that reflect the destination and brand standards. /liliSupport operational initiatives and projects that enhance efficiency, drive guest loyalty, and strengthen the overall hotel experience /li /ulh3What You Bring /h3ulliMinimum 3-5 years of experience in Guest Experience, Front Office, Concierge, or Rooms Division within a luxury hotel environment. /liliPrevious leadership experience with the ability to motivate, coach, and develop teams. /liliFluency in English and Italian. /liliConcierge experience is highly preferred. /liliStrong knowledge of Opera PMS and hotel operations. /liliExcellent communication, interpersonal, and relationship-building skills. /liliProven problem-solving and conflict-resolution abilities. /liliStrong organizational skills with the ability to manage multiple priorities in a fast-paced environment. /liliAnalytical mindset with experience interpreting guest feedback, satisfaction metrics, and service trends. /liliPassion for luxury hospitality and a genuine desire to create exceptional guest experiences. /li /ulh3What We Offer /h3ulliCompetitive salary and comprehensive benefits package. /liliExcellent Training and Development opportunities. /liliEmployee Discount for stays at any Four Seasons worldwide. /liliComplimentary Dry Cleaning for Employee Uniforms. /liliComplimentary Employee Meals. /li /ulh3Schedule Location /h3pFull-time position based at Hotel Danieli, Venice. /ppFlexibility to work weekends and holidays as needed. /ppYou must possess the legal right to work in Italy. /p #J-18808-Ljbffr
The Guest Experience Manager will work closely with Front Office, Concierge, Housekeeping, and Food Beverage teams to create memorable experiences that drive guest satisfaction, loyalty, and brand advocacy. /ph3What You Will Do /h3ulliLead and coordinate all aspects of the guest experience, ensuring seamless and personalized service from pre-arrival through departure. /liliManage guest engagement initiatives, including pre-arrival communication, VIP room assignments, amenities, special requests, and recognition programs. /liliCollaborate closely with Front Office, Concierge, Housekeeping, Food Beverage, and other operational departments to ensure consistency in service delivery and guest communication. /liliActively engage with guests throughout their stay, anticipating needs, gathering feedback, and ensuring concerns are resolved promptly and effectively. /liliOversee service recovery efforts and guest feedback processes, identifying trends and implementing solutions to continuously enhance the guest experience. /liliPromote hotel experiences, services, and local attractions to maximize guest satisfaction and create memorable, personalized moments. /liliLead, coach, and develop the Guest Experience team, fostering a culture of accountability, engagement, and service excellence. /liliMonitor guest satisfaction scores, online reputation metrics,
and departmental performance indicators, providing regular analysis and recommendations for improvement. /liliBuild strong relationships with local partners and vendors to curate unique experiences that reflect the destination and brand standards. /liliSupport operational initiatives and projects that enhance efficiency, drive guest loyalty, and strengthen the overall hotel experience /li /ulh3What You Bring /h3ulliMinimum 3-5 years of experience in Guest Experience, Front Office, Concierge, or Rooms Division within a luxury hotel environment. /liliPrevious leadership experience with the ability to motivate, coach, and develop teams. /liliFluency in English and Italian. /liliConcierge experience is highly preferred. /liliStrong knowledge of Opera PMS and hotel operations. /liliExcellent communication, interpersonal, and relationship-building skills. /liliProven problem-solving and conflict-resolution abilities. /liliStrong organizational skills with the ability to manage multiple priorities in a fast-paced environment. /liliAnalytical mindset with experience interpreting guest feedback, satisfaction metrics, and service trends. /liliPassion for luxury hospitality and a genuine desire to create exceptional guest experiences. /li /ulh3What We Offer /h3ulliCompetitive salary and comprehensive benefits package. /liliExcellent Training and Development opportunities. /liliEmployee Discount for stays at any Four Seasons worldwide. /liliComplimentary Dry Cleaning for Employee Uniforms. /liliComplimentary Employee Meals. /li /ulh3Schedule Location /h3pFull-time position based at Hotel Danieli, Venice. /ppFlexibility to work weekends and holidays as needed. /ppYou must possess the legal right to work in Italy. /p #J-18808-Ljbffr