Guest Experience Manager

Splendido, A Belmond Hotel, part of the LVMH Group, is an emblem of Portofino’s allure. Our elevated escape is perched in the protected Portofino hills, overlooking the glittering Gulf of Tigullio and charming Portofino. We are proud of our legendary past and continue to visualise our heritage of the future. 
Become part of a caring team of professionals striving for excellence. At Belmond we look for effortlessly engaging characters, whose personality, humour and charm shine through, creating a culture for unscripted and instinctive service and genuine human connection. 

We are looking for the next season 2027 a Guest Experience Manager to join our team. 

The ideal candidate is willing to provide authentic, luxury experiences in world-renowned destinations to our guests, demonstrating care, confidence and curiosity.

 
He/She will Report to the Rooms Division Manager

Main duties & responsibilities: 

• Responsible for assisting in the day to day running of the hotel in all front of the house departments according to the Company policies, standard and procedures, maintaining high standards at all times; 

•  Responsible for a warm welcome to our guests while ensuring they are satisfied, assisted and guided throughout their stay exceeding their expectations;  

•  Analyse customer feedback and suggest strategies to continuously improve overall rating; 

•  Main contact and reference for VIP arrivals (pre-arrival arrangements and throughout their stay); 

•  Main contact (together with the Front Office Manager) for travel agents (show rounds of the hotel);  

• Maintain warm and sincere relationships with guests and colleagues;  

• Ensure accurate communication between all Head of Department, following up on guest requests and complaints;  

• Promote internal outlets and activities organised by the hotel. 

Requirements

• Proven experience of at least 2 years in similar roles within luxury 5-star hotels or international chains.
• Strong customer focus and a natural aptitude for delivering an exceptionally high standard of service.
• Outstanding leadership, interpersonal communication, and problem-solving skills.
• Ability to work under pressure and manage complex situations calmly and professionally.
• Fluent Italian and English (written and spoken) is essential. Knowledge of a third language (e.g., French, German, Russian, Arabic) will be considered an advantage.