Guest Relations Manager

About Villa La Massa
Sitting on the banks of the Arno river, in the heart of the Chianti wine region, Villa La Massa is located a few kilometers from Florence's city center.
Built in the 13th century as an enchanting country house for an aristocratic Florentine family, it was owned by European aristocrats until 1948, before it was transformed into a luxury hotel.
Villa La Massa welcomes today 51 rooms and three private residences, each distinct and uniquely designed; an elegant restaurant, Il Verrocchio, with its magnificent terrace overlooking the Arno river, L'Oliveto Bistrot, with a more informal atmosphere and the Medicean Bar, with its 19th-century frescos, a Spa and a curated selection of activities and experiences to embrace the quintessence of Tuscany lifestyle.
Position Summary
As a Guest Relations Manager you will oversee the operations of the Guest Relations department ensuring the highest level of dedication, personalization and service excellence to our guests, from pre-arrival communication to farewell experience.
**Job Description**:
- Develop, design and implement experiences, tools and activities for all VIPs and guests that are a reflection of excellence and connected to the location
- Ensure the highest level of satisfaction for our VIPs and guests, from pre-arrival communication to departure experience, with high sense of dedication and a genuine care that creates memorable experiences
- Welcome Guests and VIPs personally and be the main point of contact throughout the stay to ensure dedication and satisfaction at all times
- Address and handle guests' complaints with empathy and understanding and ensures a timely resolution and involving appropriate stakeholders
- Nurture the relationship with all guests acknowledging and showing an authentic interest in preferences to ensure a personalized approach to interactions, suggestions and enquires
- Establish and maintain efficient internal communication and coordination with all relevant departments to ensure the highest level of service
- Ensure the highest level of confidentiality protecting guests' privacy and information
- Establish, maintain and nurture effective relationships with guests, colleagues and outside contractors
- Take an active involvement in ensuring quality standards are executed consistently
- Use the property systems to track communications, requests and complaints
Job Requirements
- Minimum 3 years' relevant experience in luxury hotels in a similar role
- Exceptional communication and a high sense of service and hospitality
- Dynamic personality and ability to inspire team towards the creation of memorable experiences
- Strong written and spoken Italian and English; a third language would be considered a plus
- Knowledge of PMS system (Opera) and departmental standards (LQA, Forbes)
- Legal right to work in Italy
Our Benefits for You
- Access to Management Incentive Program
- New Leader Introductory Program
- Learning and development opportunities
- Employee engagement and recognition events and activities
- Canteen service by Villa La Massa culinary team
- Complimentary laundry for business cloth items
- Employee rates in Villa d'Este Group Hotels, Gift Shop and F&B and Spa experiences