Guest Experience Manager

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: Perched on a rocky promontory high above the Ionian Sea, the iconic San Domenico Palace welcomes you to a 14th-century convent reimagined. Swim in our clifftop infinity pool, stroll in magnificent Italian gardens, soak in the history, savour Michelin-starred dining and escape into a Four Seasons world of timeless beauty.About the role We currently have an exciting opportunity for an experienced and service-driven Guest Experience Manager to join our team at San Domenico Palace Taormina, a Four Seasons Hotel .This role is key in shaping memorable, personalized and consistent guest journeys across the property. What you will do: Be responsible for overseeing and enhancing the overall guest experience, ensuring service excellence across all touchpoints of the guest journey. Collaborate closely with operational departments to ensure seamless service delivery, anticipating guest needs and resolving issues proactively. Partner with leadership teams to align guest experience objectives with operational priorities and seasonal business needs. Monitor service trends and guest expectations, proposing innovative solutions to continuously elevate the overall experience. Support the selection, training and ongoing development of the Guest Experience team, providing regular feedback and coaching to ensure consistent service excellence and alignment with brand standards. Champion a culture of service excellence, storytelling and emotional connection, reinforcing the Four Seasons service philosophy throughout the hotel. What you bring: Proven experience (typically 5+ years) in guest experience, hospitality operations or service leadership roles within luxury environments. Strong leadership and interpersonal skills, with a natural ability to connect with guests and inspire service excellence in teams. Excellent problem-solving abilities and a proactive, detail-oriented approach to managing guest expectations. Strong communication skills and emotional intelligence, with the ability to handle sensitive situations with discretion and professionalism. Demonstrated experience in managing and developing teams, with the ability to motivate, coach and drive high performance while maintaining a strong service culture. Fluent in English What we offer: Competitive Salary, wages, and a comprehensive benefits package Excellent Training and Development opportunities Complimentary Dry Cleaning for Employee Uniforms Meals available at our Employee Restaurant  Employee Experience initiatives: from annual themed employee party to many ESG events throughout the year  Employee Recognition Programs  Opportunities to build a successful career with global potential  Schedule & Hours: This is a full-time position The candidate must have a flexible schedule and work also on weekends and holidays. This position is based at the San Domenico Palace in Taormina and the contract is seasonal. You must possess the legal right to work in Italy.