Director of Guest Experience

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 Director of Guest Experience provides strategic leadership and direction for all aspects of the guest journey, ensuring an unparalleled standard of personalized service and operational excellence. This role oversees the Guest Experience, Front Office, and Concierge teams, driving consistency, engagement, and innovation in all guest touchpoints. The Director will act as the guardian of the brand experience, fostering a culture of genuine care, attention to detail, and service excellence that defines Four Seasons hospitality.

What You Will Do

• Provide visionary leadership to the Guest Experience, Front Desk, and Concierge teams, ensuring seamless and personalized service across all stages of the guest journey—from pre-arrival to post-departure.
• Develop and implement guest engagement strategies that drive satisfaction, loyalty, and recognition, while upholding Four Seasons service standards.
• Collaborate with key departments including Rooms, F&B, Spa, and Sales & Marketing to ensure cohesive service delivery and guest communication.
• Lead and inspire department heads and team members through training, coaching, and performance management, fostering a culture of empowerment and excellence.
• Oversee all guest feedback processes, service recovery, and reputation management, identifying trends and opportunities for continuous improvement.
• Monitor and manage departmental budgets operational plans, ensuring efficient use of resources while maintaining the highest service quality.

What You Bring

• Minimum of 3-5 years of progressive leadership experience in Rooms Division, Guest Experience, or Front Office within a luxury hotel environment.
• Proven success in leading multi-department teams with a focus on guest engagement, service excellence, and brand alignment.
• Fluency in English and Italian, with exceptional communication and presentation skills.
•  Strong analytical and strategic mindset with the ability to translate guest insights into actionable initiatives.
• Experience managing budgets, guest satisfaction metrics, and team development programs.
• A passion for hospitality, emotional intelligence, and the ability to inspire and connect with both guests and employees.
• https://careers.fourseasons.com/us/en/job/REQ10363502/Director-of-Guest-Experience