Guest Experience Manager
h3About 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 h3About the location: /h3 pOverlooking 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. /p h3About the Role /h3 pThe 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. /p h3What You Will Do /h3 ul liLead and coordinate all aspects of the guest experience,
ensuring seamless and personalized service from pre-arrival through departure. /li liManage guest engagement initiatives, including pre-arrival communication, VIP room assignments, amenities, special requests, and recognition programs. /li liCollaborate closely with Front Office, Concierge, Housekeeping, Food Beverage, and other operational departments to ensure consistency in service delivery and guest communication. /li liActively engage with guests throughout their stay, anticipating needs, gathering feedback, and ensuring concerns are resolved promptly and effectively. /li liOversee service recovery efforts and guest feedback processes, identifying trends and implementing solutions to continuously enhance the guest experience. /li liPromote hotel experiences, services, and local attractions to maximize guest satisfaction and create memorable, personalized moments. /li liLead, coach, and develop the Guest Experience team, fostering a culture of accountability, engagement, and service excellence. /li liMonitor guest satisfaction scores, online reputation metrics, and departmental performance indicators, providing regular analysis and recommendations for improvement.
/li liBuild strong relationships with local partners and vendors to curate unique experiences that reflect the destination and brand standards. /li liSupport operational initiatives and projects that enhance efficiency, drive guest loyalty, and strengthen the overall hotel experience /li /ul h3What You Bring /h3 ul liMinimum 3-5 years of experience in Guest Experience, Front Office, Concierge, or Rooms Division within a luxury hotel environment. /li liPrevious leadership experience with the ability to motivate, coach, and develop teams. /li liFluency in English and Italian. /li liConcierge experience is highly preferred. /li liStrong knowledge of Opera PMS and hotel operations. /li liExcellent communication, interpersonal, and relationship-building skills. /li liProven problem-solving and conflict-resolution abilities. /li liStrong organizational skills with the ability to manage multiple priorities in a fast-paced environment. /li liAnalytical mindset with experience interpreting guest feedback, satisfaction metrics, and service trends. /li liPassion for luxury hospitality and a genuine desire to create exceptional guest experiences. /li /ul h3What We Offer /h3 ul liCompetitive salary and comprehensive benefits package. /li liExcellent Training and Development opportunities. /li liEmployee Discount for stays at any Four Seasons worldwide. /li liComplimentary Dry Cleaning for Employee Uniforms. /li liComplimentary Employee Meals. /li /ul h3Schedule Location /h3 ul liFull-time position based at Hotel Danieli, Venice. /li liFlexibility to work weekends and holidays as needed. /li liYou must possess the legal right to work in Italy. /li /ul #J-18808-Ljbffr
ensuring seamless and personalized service from pre-arrival through departure. /li liManage guest engagement initiatives, including pre-arrival communication, VIP room assignments, amenities, special requests, and recognition programs. /li liCollaborate closely with Front Office, Concierge, Housekeeping, Food Beverage, and other operational departments to ensure consistency in service delivery and guest communication. /li liActively engage with guests throughout their stay, anticipating needs, gathering feedback, and ensuring concerns are resolved promptly and effectively. /li liOversee service recovery efforts and guest feedback processes, identifying trends and implementing solutions to continuously enhance the guest experience. /li liPromote hotel experiences, services, and local attractions to maximize guest satisfaction and create memorable, personalized moments. /li liLead, coach, and develop the Guest Experience team, fostering a culture of accountability, engagement, and service excellence. /li liMonitor guest satisfaction scores, online reputation metrics, and departmental performance indicators, providing regular analysis and recommendations for improvement.
/li liBuild strong relationships with local partners and vendors to curate unique experiences that reflect the destination and brand standards. /li liSupport operational initiatives and projects that enhance efficiency, drive guest loyalty, and strengthen the overall hotel experience /li /ul h3What You Bring /h3 ul liMinimum 3-5 years of experience in Guest Experience, Front Office, Concierge, or Rooms Division within a luxury hotel environment. /li liPrevious leadership experience with the ability to motivate, coach, and develop teams. /li liFluency in English and Italian. /li liConcierge experience is highly preferred. /li liStrong knowledge of Opera PMS and hotel operations. /li liExcellent communication, interpersonal, and relationship-building skills. /li liProven problem-solving and conflict-resolution abilities. /li liStrong organizational skills with the ability to manage multiple priorities in a fast-paced environment. /li liAnalytical mindset with experience interpreting guest feedback, satisfaction metrics, and service trends. /li liPassion for luxury hospitality and a genuine desire to create exceptional guest experiences. /li /ul h3What We Offer /h3 ul liCompetitive salary and comprehensive benefits package. /li liExcellent Training and Development opportunities. /li liEmployee Discount for stays at any Four Seasons worldwide. /li liComplimentary Dry Cleaning for Employee Uniforms. /li liComplimentary Employee Meals. /li /ul h3Schedule Location /h3 ul liFull-time position based at Hotel Danieli, Venice. /li liFlexibility to work weekends and holidays as needed. /li liYou must possess the legal right to work in Italy. /li /ul #J-18808-Ljbffr