Digital Concierge

Job description

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 Digital Concierge serves as the virtual front line of guest engagement, delivering seamless, intuitive, and highly personalized service through digital platforms. This role is essential to Four Seasons’ commitment to anticipatory luxury service—combining warmth, human connection, and technological excellence. As a key member of the Guest Experience and Front Office team, the Digital Concierge provides real‑time assistance, manages guest inquiries across messaging channels, and coordinates reservations and experiences through the resort’s digital ecosystem What You Will Do Manage guest inquiries and requests via email, live chat, and other Four Seasons digital platforms, ensuring prompt, accurate, and personalized responses. Serve as the primary point of contact for guests using the Four Seasons App, providing real‑time assistance with bookings, recommendations, and stay updates. Coordinate dining, spa, transportation, and activity reservations through digital systems, ensuring smooth scheduling and timely confirmations. Log all guest requests and preferences accurately into the resort’s digital systems to support personalization across departments. Provide tailored suggestions for on‑property experiences and local attractions, enhancing the overall guest journey through curated digital touchpoints. Support pre‑arrival engagement by assisting with room upgrades, upsells, and guest preference capture through messaging platforms. Collaborate closely with Concierge, Front Desk, Housekeeping, Spa, and F&B teams to ensure seamless execution of guest requests. Monitor guest feeling in real time and alert appropriate teams to service recovery needs or special opportunities for delight. Uphold Four Seasons standards of communication, tone, privacy, and etiquette across all digital interactions. What You Bring Previous experience in guest services, reservations, concierge, or customer support, preferably in luxury hospitality. Strong written communication skills with the ability to deliver warm, engaging, and polished messaging across digital platforms. High digital literacy: ability to navigate hotel systems, CRM platforms, mobile apps, and real‑time messaging tools with accuracy and agility. A genuine passion for service, with the desire to create memorable guest experiences through both technology and human connection. Strong organizational skills; ability to manage multiple chats, requests, and tasks simultaneously while maintaining exceptional accuracy. Deep understanding of guest needs and an anticipatory service mindset supported by excellent problem‑solving skills. Fluency in English and Italian; additional languages are an advantage Flexibility to work shifts, weekends, and holidays as required. What We Offer Annual Gross Basic Salary of 27.000,00€ 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. Complimentary Employee Meals. Schedule & Hours Full-time position based at Hotel Danieli, Venice. Flexibility to work weekends and holidays as needed. You must possess the legal right to work in Italy