Guest Experience Expert

19 ore fa

Roma, Lazio, Italia Access Italy A tempo pieno

Company Information

Access Italy is a luxury DMC (Destination Management Company) that operates throughout Italy. We plan and enact luxury travel experiences for our clients from around the world. Owned by the Amorico family for over four decades, Access Italy is committed to put together a world class team by creating an environment that fosters talent through collaboration, celebrating excellence, proactivity and out-of-the-box thinking. We are a young

and dynamic company, with a business that is growing fast while adapting to the new industry challenges.

What will you do

We are looking for a
Guest Experience Expert
with outstanding communication skills and a strong service mindset. The role is primarily focused on
client interaction and experience management
, ensuring guests feel supported, informed and cared for throughout their journey.

The main responsibilities for this position are:

  • Manage and maintain accurate client and travel-related data within internal systems
  • Act as the primary point of contact for clients before, during and after their trip across all communication channels (phone, email, chat, etc.)
  • Provide timely, clear and proactive communication to clients regarding itineraries, services, changes and updates
  • Manage ad-hoc client requests, special needs and last-minute changes with a solution-oriented approach
  • Handle unexpected issues, delays or emergencies, reassuring clients and coordinating internally to resolve situations smoothly
  • Manage extra services, special experiences and restaurant reservations from a client-facing perspective
  • Coordinate closely with Destination Operations and Reservations teams to ensure client expectations are met and exceeded
  • Build strong, trust-based relationships with clients, ensuring a high level of satisfaction and loyalty
  • Support and guide junior team members on service standards and client communication best practices
  • Contribute to the continuous improvement of guest experience standards and service processes
  • Actively participate in trainings and internal knowledge sharing to enhance service excellence.

Who you are

  • BA or Master Degree in Tourism, with solid experience in client-facing roles within the travel or hospitality sector
  • Strong customer service mindset and attention to detail
  • Excellent oral and written communication skills
  • Calm, empathetic and solution-oriented, especially in high-pressure situations
  • Able to work independently while collaborating effectively with the team
  • Curious and eager to continuously improve knowledge of Access Italy and its destinations
  • Proficiency in Italian and English (spoken and written)
  • Strong working knowledge of MS Word, Excel and PowerPoint
  • Highly comfortable with technology and CRM / operational systems, able to quickly adapt to new tools

We offer

  • Ongoing professional development and collaboration with experienced professionals in the luxury travel sector.
  • A key role working directly with high-end clients and world-class services.
  • Exposure to a wide network of premium suppliers and partners, building valuable industry connections.
  • A dynamic, creative, and supportive work environment where learning and collaboration are encouraged.
  • Opportunities for professional growth through real projects and daily operational experience.
  • Being part of a team that goes the extra mile to create unforgettable travel experiences for clients.

Location:
Headquarter in Rome

Compensation package:
based on experience

To apply:
send your CV to

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