Guest Experience Manager

ph3About Four Seasons /h3 /brpFour 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 /brpAt 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. /p /br /brh3About the location /h3 /brpAn urban retreat steeped in historic beauty. Stroll the city’s biggest private garden – a tranquil haven of statues, fountains and centuries-old trees – or retire to your suite where frescoes line the walls amid original architectural features. Our historic Hotel, with its Michelin-starred Italian restaurant and a locally inspired Spa where you can spend afternoons in pure indulgence, is just steps away from the cultural heart of Florence. /p /br /brh3About The Role /h3 /brpAt Four Seasons Hotel Firenze, we are seeking a passionate and service-driven Guest Experience Manager to lead our Guest Experience Team. In this role, you will be responsible for creating personalized and memorable experiences for our guests, ensuring every stay reflects the exceptional standards of luxury, care, and hospitality that define the Four Seasons brand. /p /brpThis position is offered as a full-time maternity cover contract for a minimum of 12 months. /p /br /brh3What You Will Do /h3 /brul /brliLead, motivate, and coordinate the Guest Experience Team, fostering a culture of service excellence, accountability, and continuous improvement. /li /brliEnsure all local and corporate policies, procedures, and Four Seasons standards are consistently applied and maintained. /li /brliOversee guest recognition programs and ensure guest preferences, profiles, and special requests are accurately captured, maintained, and acted upon. /li /brliUtilize company systems and Front Desk operational platforms to maintain accurate guest history records and maximize guest satisfaction, recognition, and loyalty. /li /brliCoordinate VIP arrivals, room assignments, amenities, and personalized experiences in collaboration with Front Office, In-Room Dining, Housekeeping, and other departments. /li /brliConduct regular inspections of VIP rooms to ensure the highest standards of quality and presentation. /li /brliBuild meaningful relationships with guests, proactively seeking feedback and identifying opportunities to enhance their experience. /li /brliManage guest concerns, complaints, and service recovery situations with professionalism, empathy, and a solutions-oriented approach. /li /brliAnalyze guest feedback and service trends to identify root causes and implement corrective actions to prevent recurrence. /li /brliCoordinate pre-arrival and post-stay communications for selected guests, ensuring a highly personalized and seamless experience. /li /brliIdentify training needs and implement coaching and development initiatives to enhance team performance and service delivery. /li /brliConduct regular team briefings and meetings to review guest feedback, service performance, and opportunities for improvement. /li /brliMonitor and drive guest satisfaction metrics, supporting the hotel's objectives for service excellence and guest loyalty. /li /br /ul /br /brh3What You Bring /h3 /brul /brli1 to 2 years of leadership or supervisory experience in a similar role, combined with previous Front Office experience. /li /brliStrong understanding of hotel operations and guest service standards, preferably within a luxury hospitality environment. /li /brliExcellent presentation, communication, and interpersonal skills, with a positive, proactive attitude and a genuine passion for delivering exceptional guest experiences. /li /brliProven ability to manage VIP guests, handle service recovery situations, drive guest recognition initiatives, and collaborate effectively across departments. /li /brliStrong problem-solving and leadership skills, with proficiency in hotel property management systems, preferably Opera PMS. /li /brliFluent in both written and spoken Italian and English, knowledge of a third language is an advantage. /li /br /ul /br /brh3What We Offer /h3 /brul /brliCompetitive Salary, wages, and a comprehensive benefits package /li /brliExcellent Training and Development opportunities /li /brliComplimentary Accommodation at other Four Seasons Hotels and Resort /li /brliComplimentary Dry Cleaning for Employee Uniforms /li /brliEmployee Meals /li /br /ul /br /brh3Schedule Hours /h3 /brpThis is a full-time maternity cover position (12 months minimum). Flexibility to work rotating shifts, including weekends and public holidays, is required. /p /p #J-18808-Ljbffr