Guest Experience Manager

About Four Seasons:

Four 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.         

At 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.

About the location:

Overlooking 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.

About the role

The Guest Experience Manager will deliver a seamless, personalized guest experience from pre-arrival to departure. Anticipating needs and ensuring flawless service across departments, you’ll uphold the highest standards of luxury hospitality. With warmth, professionalism, and local expertise, you’ll create memorable moments that inspire guest loyalty.

What You Will Do

• Lead and manage the full guest experience, ensuring personalized service and flawless coordination from arrival to departure.
• Send pre-arrival communications, block rooms according to preferences, and oversee VIP preparations and amenities.
• Collaborate with all departments (F&B, Concierge, Front Desk, Housekeeping) to deliver a seamless and anticipatory guest experience.
• Engage with guests throughout their stay, gathering feedback, resolving issues promptly, and ensuring all requests are met with care.
• Promote hotel amenities, experiences, and local highlights to enhance the stay and drive guest satisfaction.
• Provide guidance, coaching, and motivation to the Guest Experience team, fostering a culture of excellence and service passion.
•  Maintain strong relationships with vendors and partners, leveraging local expertise to curate unique, memorable experiences.
• Monitor and report on guest satisfaction trends, feedback, and performance metrics to support continuous improvement.

What You Bring

• Minimum 3 years of luxury hotel experience in Front Desk, Guest Experience or Concierge.
• Have fluency in English and Italian
• Experience in Concierge is highly preferred
• Minimum 1 year managing a team
• Must have experience in Opera
• Strong leadership & organizational skills required
• Excellent communication and interpersonal abilities
• Problem-solving and conflict-resolution skills
• Skilled in active listening and providing constructive feedback to support team development
• https://careers.fourseasons.com/us/en/job/REQ10363504/Guest-Experience-Manager