Guest Experience Supervisor

Borgo Pignano Florence is a refined boutique hotel nestled in a 5-hectare park on the picturesque Florentine hills, just minutes from the historic center. Part of the prestigious Relais & Châteaux collection, the property will offer 32 elegant rooms and suites, a private villa, an exclusive spa, a heated pool, two restaurants, and enchanting event spaces. An oasis of relaxation and refinement in the heart of Tuscany.

The Guest Experience Supervisor oversees the Guest experience team to deliver exceptional guest services, acting as a liaison between guests and the hotel, and managing various requests like reservations, transportation, and local recommendations. Key responsibilities include leading and training the team, handling escalated guest issues, maintaining and exceeding our service standards, coordinating with other departments, and ensuring a personalized and memorable guest experience. The role involves wearing multiple hats: information provider, problem solver, sales representative, public relations agent, activity coordinator, and more, all while maintaining the highest levels of professionalism, efficiency, and warmth.

MAIN DUTIES AND RESPONSIBILITIES

• Lead and supervise the guest experience ambassadors, fostering a positive work environment, managing schedules, and providing ongoing training and coaching to ensure high performance.
• Provide exceptional and personalized service to guests, responding to inquiries, handling special requests, and offering information on local attractions, dining, and entertainment..
• Professionally and tactfully resolve escalated guest issues and complaints, empowering team members to handle problems effectively
•  Ensure the daily operations of the concierge desk run smoothly, maintain cleanliness and organization, and coordinate with other hotel departments to meet guest needs.
• Guarantee the presence and exclusive assistance of a Guest Service Ambassador to guests of the Villa
• Acquire up-to-date knowledge of the local area, including events, attractions, and services, to provide accurate and tailored recommendations to guests and team members
• Be proactive and innovative in suggesting alternative solutions to enhance guest experiences.
• Act as a liaison between guests and hotel departments to ensure a smooth and enjoyable stay.
• Develop strong relationships with returning guests to encourage loyalty and repeat business.
• Support the Front Office team with administrative duties and guest service tasks as neede
•  Attend daily shift briefings and meetings to stay updated on hotel operations and guest arrivals.
• Monitor and maintain Borgo Pignano guest service standards, conduct regular inspections, and ensure adherence to company policies and procedures.
• Go beyond the call of duty to exceed guests expectations

COMPETENCES

• Strong leadership and team management abilities.
• Excellent communication, interpersonal, and customer service skills.
• Strong organizational skills, including time management and multitasking.
• Problem-solving and critical thinking skills.
• Passion for hospitality

REQUIREMENTS:

• English: C2 Italian: C2. A third language is a plus
• Master/Degree in Hospitality is a plus
• Previous experience of at least 2 years in a similar role within a luxury hotel or resort
• References
• Proficiency in hotel management systems (i.e. Opera Cloud) and Microsoft Office Suite.
• Flexibility to work shifts, including evenings, weekends, and holidays.

OUR OFFER

Permanent working contract according to CCNL Settore Turismo (Federalberghi)

Staff well-being initiatives and events to promote collaboration and inclusion

Training activities and rewards linked to quality of service

Staff canteen

Uniform and uniform cleaning

5/7 working day

No logding

Invia il tuo CV completo di fotografia e di autorizzazione al trattamento dei dati personali in conformità al Regolamento UE n. 2016/679 – GDPR e saranno utilizzati esclusivamente per la selezione in corso. L'offerta di lavoro si intende riferita ad entrambi i sessi secondo il disposto delle leggi 903/77 e 125/91. Non verranno prese in considerazione candidature che non rispecchino i requisiti richiesti