Guest Relations Manager
Senior

Descrizione della Posizione Lavorativa

Position: Guest Relations Manager at San Clemente Palace Venice (www.sanclementepalace.it)

This majestic island resort, awarded “Best Hotel in Venice” and ranked among the Top 20 Hotels in the World by Condé Nast Traveller (2025), occupies a 900-year-old historic complex of restored monastic buildings with a 12th-century chapel and nearly six hectares of gardens overlooking the city. The property offers 196 rooms and suites (including very exclusive suites), hosts annual art installations linked to the Venice Biennale and combines contemporary design with Renaissance features such as six-metre-high ceilings, terrazzo floors, silk-covered walls and Murano glass chandeliers.

The resort includes the Longevity Spa with heated outdoor pool, tennis court, jogging paths, a pitch & putt golf course and a fully equipped kids’ club. Its location is a short private-boat ride from St. Mark’s Square and the hotel provides several restaurants and bars, as well as extensive event spaces.

Role overview: As Guest Relations Manager you will be the ambassador of the resort’s luxury service standards, ensuring every guest feels welcomed and valued from arrival to departure. You will lead the guest relations team, manage VIP coordination, personalise guest journeys and work closely with all departments to deliver memorable stays.

Key responsibilities

• Lead the guest relations team and guarantee outstanding service delivery.
• Welcome VIPs, returning guests and special travellers with tailored attention.
• Manage the guest journey including pre-arrival communication and post-stay follow-up.
• Handle complex requests, service recovery and sensitive situations with professionalism.
• Collaborate with Rooms, F&B, Spa, Concierge and Events to exceed guest expectations.
• Coordinate amenities, welcome arrangements and special celebrations accurately.
• Monitor guest satisfaction scores and lead improvement initiatives.
• Conduct daily briefings and share guest insights with relevant teams.
• Manage guest feedback across channels and ensure timely responses.
• Maintain up-to-date guest preferences for highly personalised experiences.
• Prepare reports on VIP arrivals, guest trends and satisfaction metrics.
• Carry out other tasks as required by the business and the hotel.

Languages

Required: Italian and English.

Benefits

• Accommodation, meals and uniform provided.
• A central role in shaping guest experiences at one of Europe’s most prestigious luxury resorts.
• The opportunity to work in a remarkable historic property immersed in art, culture and heritage.
• Competitive compensation, professional development and a dynamic, international team environment.

Requisiti

Fluency in Italian and English; proven experience in guest relations or a similar role within luxury hotels preferred.