Guest Experience Manager

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: 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 At 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. This position is offered as a full-time maternity cover contract for a minimum of 12 months. What you will do Lead, motivate, and coordinate the Guest Experience Team, fostering a culture of service excellence, accountability, and continuous improvement. Ensure all local and corporate policies, procedures, and Four Seasons standards are consistently applied and maintained. Oversee guest recognition programs and ensure guest preferences, profiles, and special requests are accurately captured, maintained, and acted upon. Utilize company systems and Front Desk operational platforms to maintain accurate guest history records and maximize guest satisfaction, recognition, and loyalty. Coordinate VIP arrivals, room assignments, amenities, and personalized experiences in collaboration with Front Office, In-Room Dining, Housekeeping, and other departments. Conduct regular inspections of VIP rooms to ensure the highest standards of quality and presentation. Build meaningful relationships with guests, proactively seeking feedback and identifying opportunities to enhance their experience. Manage guest concerns, complaints, and service recovery situations with professionalism, empathy, and a solutions-oriented approach. Analyze guest feedback and service trends to identify root causes and implement corrective actions to prevent recurrence. Coordinate pre-arrival and post-stay communications for selected guests, ensuring a highly personalized and seamless experience. Identify training needs and implement coaching and development initiatives to enhance team performance and service delivery. Conduct regular team briefings and meetings to review guest feedback, service performance, and opportunities for improvement. Monitor and drive guest satisfaction metrics, supporting the hotel's objectives for service excellence and guest loyalty. What you bring 1 to 2 years of leadership or supervisory experience in a similar role, combined with previous Front Office experience. Strong understanding of hotel operations and guest service standards, preferably within a luxury hospitality environment. Excellent presentation, communication, and interpersonal skills, with a positive, proactive attitude and a genuine passion for delivering exceptional guest experiences. Proven ability to manage VIP guests, handle service recovery situations, drive guest recognition initiatives, and collaborate effectively across departments. Strong problem-solving and leadership skills, with proficiency in hotel property management systems, preferably Opera PMS. Fluent in both written and spoken Italian and English, knowledge of a third language is an advantage. What we offer: • Competitive Salary, wages, and a comprehensive benefits package • Excellent Training and Development opportunities • Complimentary Accommodation at other Four Seasons Hotels and Resort • Complimentary Dry Cleaning for Employee Uniforms • Employee Meals Schedule & Hours: This is a full-time maternity cover position (12 months minimum). Flexibility to work rotating shifts, including weekends and public holidays, is required.