Guest Services 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:

An 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.

 

 

About the role

Four Seasons Hotel Firenze is seeking a dynamic and talented Guest Services Manager to lead our Guest Services team and elevate our guest journey. Reporting to the Front Office Manager, you will oversee all aspects of guest arrivals, departures, transportation, and luggage services, ensuring seamless operations and an exceptional luxury experience.

 

What you will do

• Lead, coach, and develop the Guest Services team, fostering a culture of excellence, engagement, and luxury hospitality.
• Ensure a seamless, personalized guest journey from arrival to departure, delivering exceptional service at every touchpoint.
• Oversee guest transportation, luggage handling, escort services, golf cart operations, and valet parking services.
• Support VIP arrivals, guest recognition initiatives, and service recovery efforts to enhance guest satisfaction and loyalty.
• Maintain the highest standards of presentation, cleanliness, safety, and operational efficiency across all Guest Services areas.
• Collaborate closely with Front Office, Concierge, Housekeeping, Security, and other departments to ensure smooth daily operations.
• Monitor service quality and operational performance, identifying opportunities for continuous improvement and enhanced guest experiences.
• Ensure compliance with company policies, safety procedures, and risk management standards, responding effectively to operational and emergency situations.
• Support departmental financial objectives through effective workforce planning, scheduling, and resource management.
• Act as Manager on Duty when required, providing leadership and ensuring exceptional service standards throughout the hotel.

 

What you bring

• 1-2 years of leadership experience within luxury hospitality or a guest-focused environment.
• Previous experience in Guest Services or in a supervisory/management role with direct responsibility for guest experience and people leadership is considered a plus.
• Ability to lead, coach, motivate, and develop diverse teams while fostering a culture of service excellence, employee engagement, and operational success.
• Excellent personal presentation and interpersonal skills, an outgoing personality and a can-do approach to any request.
• A valid driving license is required for this position.
• Reading, writing and oral proficiency in the Italian and English language. Additional languages considered an asset

What we offer: 

• Competitive Salary, wages, and a comprehensive benefits package
• Excellent Training and Development opportunities
• Employee Discount for stays at any Four Seasons worldwide
• Complimentary Dry Cleaning for Employee Uniforms
• Employee Meals

 

Schedule & Hours:

Full-time position. This role requires flexibility to work weekends and public holidays. Applicants must have valid authorization to work in Italy at the time of application.

 

 

 

 

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