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:

An urban retreat steeped in historic beauty. Stroll the city’s biggest private garden – a tranquil haven of statues, fountains and centuries-old trees – or retire to your suite where frescoes line the walls amid original architectural features. Our historic Hotel, with its Michelin-starred Italian restaurant and a locally inspired Spa where you can spend afternoons in pure indulgence, is just steps away from the cultural heart of Florence.

About the role: 

Four Seasons Hotel Firenze is looking for a talented Guest Experience Agent to join our team for 2027 summer season. As a member of the Guest Experience team, you will deliver personalized and memorable experiences for our most valued guests, anticipating their needs and ensuring the highest levels of satisfaction throughout their stay.

What You Will Do

• Act as the main point of contact for VIP, Elite, and Specialty Suite guests.
• Coordinate with Front Office, Concierge, Housekeeping, Room Service, and other departments to ensure seamless guest experiences.
• Support pre-arrival planning, room preparations, and guest preferences.
• Conduct room inspections and ensure flawless arrivals.
• Engage with guests throughout their stay, anticipating needs and creating personalized touches.
• Handle guest concerns promptly and professionally, ensuring complete satisfaction.
• Assist with VIP arrivals, operational meetings, and guest follow-up activities.
• Support Front Office operations, including check-in, check-out, and guest recommendations, when needed.

What You Bring

• Previous experience in a Front Office role within a luxury hospitality environment.
• Excellent communication and interpersonal skills.
• Passion for guest service and attention to detail.
• Strong problem-solving abilities and a proactive approach.
• Knowledge of Opera PMS is required.
• Fluency in Italian and English; a third language is an advantage.
• Flexibility to work rotating shifts, including weekends and holidays.

What We Offer

• Competitive salary and comprehensive benefits package
• Excellent training and development opportunities
• Employee discounts at Four Seasons hotels worldwide
• Complimentary dry cleaning of uniforms
• Employee meals
• Staff accommodation, subject to availability

Schedule & Hours

• Full-time seasonal contract for the 2027 Summer Season
• Availability to work on rotating shifts is required

This position is classified at C1 level under the Italian Tourism Collective Labour Agreement (CCNL), with a starting salary aligned with contractual standards and growth opportunities based on experience.