Guest Experience Manager

Mangia’s Resorts is looking for a Guest Experience Manager to join the Front Office team of Torre del Barone Resort & Spa within the Operations department. The role offers the opportunity to contribute directly to the delivery of exceptional guest experiences in one of our prestigious properties, ensuring every stay reflects the essence of Authentic Italian Vacanza.

Key Responsibilities

• Guest Experience Excellence: Ensure flawless, upscale, and emotionally engaging service delivery that exceeds guest expectations.
• Strategic Insight: Analyze guest feedback and online reputation to drive continuous improvement and elevate satisfaction scores.
• Service Recovery: Respond promptly to guest needs and complaints, anticipating unstated expectations and ensuring complete resolution.
• VIP Coordination: Oversee arrivals and departures of VIPs and special guests, ensuring personalized and seamless service.
• Team Supervision: Lead and support the Front Office team, ensuring brand standards are upheld and staff are well-trained, informed, and motivated.
• Operational Consistency: Guarantee smooth daily operations including check-in/out procedures, billing accuracy, and secure financial transactions.
• Communication & Promotion: Act as a liaison between guests and departments, promoting resort amenities, events, and upselling opportunities.
• Reputation Management: Monitor Voice of Guest (VOG) channels and implement strategies to enhance the resort’s online presence and guest loyalty.

Requirements

• Minimum 2 years of experience in guest experience or front office management within upscale or luxury hospitality.
• Proven ability to manage and inspire a team in a high-standard service environment.
• Strong problem-solving and communication skills, with a guest-centric mindset.
• Fluency in English and Italian; additional languages are a plus.
• Experience with guest feedback systems and online reputation platforms. • Upselling and cross-selling capabilities.
• Commitment to delivering personalized and emotionally resonant guest experiences.

What We Offer

• Seasonal contract
• Accommodation available
• Meals provided
• Career growth opportunities within the company
• Dynamic and collaborative work environment
• Ongoing training and access to professional development courses