Guest Experience Housekeeping Supervisor

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 Guest Experience Housekeeping Supervisor plays a key role in delivering an exceptional guest journey by combining personalized guest interaction with quality assurance responsibilities across guestrooms and public areas. This role supports the delivery of service excellence by monitoring quality outcomes, maintaining the highest standards, and collaborating closely with internal teams and external service partners to ensure seamless and memorable guest experiences. What you will do Product Quality Assurance & Service Standards Act as the primary quality owner for guestrooms and designated public areas following the completion of services delivered by the external housekeeping service provider, ensuring that the final delivered product consistently aligns with Four Seasons expectations and agreed service specifications. Conduct detailed quality assessments of guestrooms and public areas after service delivery activities performed by the external service provider and prior to guest use or release. Verify room presentation, cleanliness outcomes, minibar setup and replenishment, availability of guest-facing materials, functionality of room equipment and electronic devices, and overall guest readiness following completion of outsourced service activities. Evaluate whether guestrooms and public areas delivered by the external service provider meet established quality expectations and are suitable for guest use according to defined standards and product requirements. Validate room and area readiness through company systems and support prioritization activities through designated operational platforms. Where quality findings, observations or deviations from established standards are identified following service delivery, document and communicate them exclusively through approved company systems to the designated representative of the external service provider for review and follow-up. Monitor and track quality outcomes, recurring observations and service trends associated with outsourced service delivery through established reporting and escalation processes. Maintain oversight of guest-facing collateral, amenities and informational materials to ensure completeness and alignment with brand expectations. Support ongoing product quality monitoring activities throughout the guest journey while maintaining effective coordination processes with internal stakeholders and external service partners. Guest Experience & Personalization Respond promptly and professionally to guest requests received through phone, email, messaging channels and operational platforms. Proactively engage with guests to understand preferences and personalize their stay experience. Maintain accurate guest profiles including preferences, allergies, intolerances and special requests using company systems. Coordinate personalized amenities, VIP experiences, gifts and special arrangements aligned with guest profiles and service standards. Prepare memorable experiences for children and guests travelling with pets. Observe and document guest preferences to support future personalization opportunities. Offer packing and unpacking services for Suite guests according to company standards. Support personalized service timing and guest itinerary coordination through company systems. Coordination & Operations Support Collaborate closely with Guest Experience, Front Office, Concierge, Engineering and operational teams to support guest satisfaction. Record and monitor guest concerns and service recovery opportunities through company systems. Communicate maintenance findings and operational needs through designated channels and systems. Maintain accurate inventories and support purchasing processes and requisitions through approved systems. Review operational documentation and support coordination processes related to guest requests and operational activities. What you bring Previous experience in luxury hospitality, Rooms Operations, Guest Experience or Housekeeping Quality Assurance preferred. Strong attention to detail and passion for luxury service excellence. Excellent interpersonal and communication skills. Strong organizational and problem-solving capabilities. Ability to prioritize multiple activities in a dynamic environment. Experience working with hospitality systems and technology platforms. Fluency in English and Italian; additional languages are considered an advantage. What we offer Competitive salary and benefits package. Excellent training and development opportunities. Opportunities for career growth and international mobility. Complimentary meals and accommodation where applicable. Access to Four Seasons employee benefits and recognition programs. The opportunity to be part of an extraordinary pre-opening journey. Schedule & Hours This position requires flexibility to work a variety of shifts including evenings, weekends and holidays according to operational needs. You must possess the legal right to work in Italy