Guest Experience Lead

GUEST RELATION MANAGER

San Clemente Palace Venice – www.Sanclementepalace.It

This majestic resort immerses guests in a 900-year-old historic building, rich in charm and Renaissance tradition. It features a collection of beautifully restored monastic structures, a 12th-century chapel, and nearly 6 hectares of ancient gardens offering breathtaking views of the city, along with 196 meticulously furnished rooms and suites – including the largest and most exclusive suite in Venice.

Annual art installations rotate throughout the property in conjunction with the Venice Biennale. Inside, the hotel seamlessly blends contemporary style with Renaissance influences, boasting six-meter-high ceilings, wide corridors, grand staircases, and intricate details such as terrazzo floors, silk-covered walls, and Murano glass chandeliers, making it one of Europe’s premier hotels for art exhibitions.

Serenity permeates the hotel’s exclusive environment, enhanced by the hotel's heated outdoor pool, tennis court, jogging paths, pitch & putt golf course, and a fully equipped kids' club – ensuring an unforgettable stay.

The hotel’s proximity to St. Mark’s Square, its exceptional culinary offerings featuring a rich variety of Italian cuisine, and its unique combination of event spaces invite guests to create truly memorable experiences.

Role Description

As Guest Relation Manager, you will be the ambassador of the resort’s luxury hospitality standards, ensuring every guest feels welcomed, valued, and cared for from arrival to departure. You will lead the guest relations team, oversee VIP coordination, personalize the guest experience, and work closely with all departments to create meaningful and memorable stays.

Your main responsibilities will include:

- Overseeing the entire guest relations team and ensuring exceptional service delivery

- Greeting and welcoming VIPs, repeat guests, and special travelers with personalized attention

- Managing the guest journey, from pre-arrival communication to post-stay follow-up

- Handling complex guest requests, service recovery, and sensitive situations with professionalism

- Collaborating with Rooms, F&B, Spa, Concierge, and Events departments to exceed guest expectations

- Ensuring accurate coordination of amenities, welcome arrangements, and special celebrations

- Monitoring guest satisfaction scores and implementing improvement initiatives

- Leading daily briefings and sharing guest insights with relevant teams

- Managing guest feedback through all channels and ensuring timely responses

- Maintaining updated guest preferences and ensuring a highly tailored experience

- Preparing reports on VIP arrivals, guest trends, and satisfaction metrics

What We’re Looking For

- Previous experience as Guest Relation Manager, Front Office leader, or luxury guest experience role

- Exceptional communication, emotional intelligence, and interpersonal skills

- Strong leadership abilities and a passion for personalized service

- High level of professionalism, discretion, and elegance in guest interaction

- Ability to manage pressure, resolve issues, and think creatively

- Strong organizational skills and attention to detail

- Proficiency with PMS and guest experience platforms

- Fluent in English and Italian (additional languages are a strong advantage)

- A warm, engaging, and service-driven personality aligned with luxury hospitality standards

What We Offer

- A key role in shaping guest experiences within one of Europe’s most prestigious luxury resorts

- Opportunity to work in a stunning historical property immersed in art, culture, and heritage

- Competitive compensation and benefits package

- Professional development and training opportunities

- Accommodation, meals, uniform, and other on-property benefits

- A dynamic, supportive, and international team environment

Apply Now

Ready to elevate guest experiences and represent the highest standards of luxury hospitality?

Send your CV and cover letter to: recruitment@sanclementepalace.it