Guest Experience Manager

The Gritti Palace, a Luxury Collection Hotel in Venice, part of Marriott International, is currently looking for a Guest Experience Manager, reporting to the General Manager.

This is full-time position, 5 days a week with 2 days off. 

The starting date is estimated in January 2026.

About us 

This is a great opportunity to work in a place of exceptional art and elegance, where history and culture are met with renewed Venetian style. The Gritti is known for impassioned service, a delectable culinary experience and an intimate wellness haven. The reference point for the world's elite at international city events such as the Biennale, Carnival and the Venice Film Festival.

JOB DESCRIPTION

The Guest Experience Manager plays a pivotal role in orchestrating all pre, in-house and post stay aspects of guest interaction, ensuring a memorable and bespoke experience. 

Cooperating with all Departments, the Guest Experience Manager ensures the hotel's commitment to excellence, guiding team members to deliver consistently an excellent service.

Supports all property operations, ensuring that the highest levels of hospitality and service are provided. 

Represents property management in resolving any guest related situation, supporting the tracking and resolution of service issues.

Ensuring and Providing Exceptional Customer Service 

• Provides services that are above and beyond for customer satisfaction and retention, engaging with guests to understand their preferences and expectations, ensuring personalized and proactive service.
• Promotes and coordinates initiatives via Guest Experience Ambassadors or Champions in every department (if any) in order to create bespoke and personalized experiences, from pre-arrival to farewell and follow up.  
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Intervenes in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee well-being is preserved.
• Serves as a leader in displaying outstanding hospitality skills.
• Sets a positive example for guest relations.
• Empowers employees to provide excellent customer service.
• Observes service behaviors of employees and provides feedback to individuals.
• Maintains high visibility in public areas during peak times.
• Provides immediate assistance to guests as requested.
• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Records guest issues in the guest response tracking system.
• Reviews comment cards and guest satisfaction results with employees.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Supporting Projects and Policies Related to Guest Experience and Safety

• Supports implementation of the customer recognition/service program, communicating and ensuring the process.
• Supports regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
• Act as Duty Manager 
• Sends relevant guests information to all departments on a daily basis.
• Ensures compliance with all policies, standards and procedures.
• Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
• Understands and complies with loss prevention policies and procedures.

Additional Responsibilities 

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.
• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Participates as needed in the investigation of employee and guest accidents.
• Performs Front Office duties in high demand times.
• Provides support regarding any reasonable task requested by the Management 

Qualifications : 

• BA/BSc in hospitality management, business administration, or related field
• Demonstrated leadership and customer service skills
• Proficiency with Microsoft Office Suite 
• Excellent communication and organizational skills
• Proven problem-solving and multitasking skills

Explore our very big world 

As a world-class leader in the travel industry, there's no better place than Marriott International to make your mark. Joining us, you'll get to entertain and meet people from all over the world as you build your experience. You'll find a place where your personality and ideas are appreciated just as much as the work you do. And you'll grow through opportunities to explore the business, opening yourself to various career options. If you have the natural ability to communicate and enjoy working with others, we welcome you to join our global family. 

You're welcomed here 

Our highest priority is making you feel as welcome as our guests. We want you to know you're important to us and that you'll make an impact in your role, and for that, you'll be appreciated and valued. 

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.