Guest Relations Manager

Guest Relation Manager

San Clemente Palace Venice –

As the Guest Relation Manager, you will be the ambassador of the resort’s luxury hospitality standards, ensuring every guest feels welcomed, valued, and cared for from arrival to departure. You will lead the guest relations team, oversee VIP coordination, personalize the guest experience, and work closely with all departments to create meaningful and memorable stays.

Responsibilities

• Oversee the entire guest relations team and ensure exceptional service delivery.
• Greet and welcome VIPs, repeat guests, and special travelers with personalized attention.
• Manage the guest journey, from pre‑arrival communication to post‑stay follow‑up.
• Handle complex guest requests, service recovery, and sensitive situations with professionalism.
• Collaborate with Rooms, F&B, Spa, Concierge, and Events departments to exceed guest expectations.
• Ensure accurate coordination of amenities, welcome arrangements, and special celebrations.
• Monitor guest satisfaction scores and implement improvement initiatives.
• Lead daily briefings and share guest insights with relevant teams.
• Manage guest feedback through all channels and ensure timely responses.
• Maintain updated guest preferences to provide a highly tailored experience.
• Prepare reports on VIP arrivals, guest trends, and satisfaction metrics.
• Additional responsibilities may be added as needed to support the business and hotel operations.

Benefits

• Accommodation, meals, and uniform.
• Competitive compensation.
• Professional development opportunities.
• Dynamic, supportive, and international team environment.