Guest Experience Agent

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:

Overlooking the Venetian Lagoon and just steps from Piazza San Marco, Danieli, a Four Seasons Hotel, Venice is an iconic property offering elegant, spacious accommodations. The historic hotel showcases majestic Venetian architecture dating back to the 14th century. Guests can also enjoy spectacular views of Venice’s landmarks from the rooftop Restaurant Terrazza Danieli.

About the Role

The Guest Experience Agent plays a vital role in delivering highly personalized, seamless, and emotionally engaging service throughout every stage of the guest journey. You will act as a warm and attentive host, ensuring guests feel recognized, valued, and supported from the moment they first interact with the hotel — across multiple touchpoints and languages — through long after their departure.
You will be responsible for welcoming guests, introducing the hotel and accommodation, providing room escorting, and delivering a clear and engaging presentation of services. You will interact with guests both in person and through various communication channels, including email and chat, handling requests and reservations with precision and care. You will respond to a wide variety of guest needs, offering personalized recommendations and thoughtful touches that reflect the Four Seasons standard of intuitive luxury service.
What You Will Do

• Welcome guests, provide room escorting, handle all guest interactions across multiple channels, in person, phone, email, and chat, ensuring a seamless and professional experience in multiple languages.

• Engage with guests throughout the property, lobby, F&B outlets, offering guidance, assistance, and personalized recommendations, while actively promoting internal outlets and curated external experiences.

• Manage guest requests and reservations across the full guest journey, from pre-arrival to post-departure, including restaurant bookings, transportation, and concierge-style support.

• Respond promptly and effectively to guest needs, ensuring clarity, personalization, and consistency across all touchpoints.

• Log guest preferences, interactions, and follow-up tasks into Four Seasons systems to support recognition and personalization.

• Assist other departments during peak periods, ensuring continuity of guest service and smooth cross-functional collaboration.

• Own service recovery efforts by addressing guest concerns with empathy, taking corrective action, and ensuring appropriate follow-up.

• Support daily operational planning by coordinating guest requests, compiling information, and contributing to internal briefing notes.

What You Bring

• One+ years of experience within a luxury hotel or similar high-end hospitality environment.

• Ability to support luggage handling.

• Excellent interpersonal and communication skills, with the ability to engage guests effectively across different channels and create genuine connections.

• Strong cross-cultural sensitivity and a natural customer-service orientation, with the ability to adapt to diverse guest needs.

• A guest-centric mindset with a deep understanding of personalization, guest journey management, and emotional engagement.

• Confidence in interacting with guests in multiple languages, both verbally and in writing (email/chat).

• Passion for delivering intuitive and memorable experiences, enriched with warmth, empathy, and attention to detail.

• Strong organizational skills and the ability to multitask in a fast-paced environment while maintaining accuracy and poise.

• Fluency in English and Italian. Additional languages are a strong advantage.

What We Offer

• Competitive Salary, wages, and a comprehensive benefits package - 25000 € Gross Annual Salary

• Excellent Training and Development opportunities.

• Employee Discount for stays at any Four Seasons worldwide.

• Complimentary Dry Cleaning for Employee Uniforms.

• Complimentary Employee Meals.

Schedule & Hours

• Full-time position based at Hotel Danieli, Venice.

• Flexibility to work weekends and holidays as needed.

• You must possess the legal right to work in Italy