Guest Experience Ambassador

Guest Experience Ambassador

The Gritti Palace, a Luxury Collection Hotel, Venice

Position Summary

At The Gritti Palace, every guest experience should reflect the timeless elegance, authenticity and refined hospitality that define one of Venice’s most iconic destinations.

The Guest Experience Ambassador is responsible for creating memorable and highly personalized experiences throughout the entire guest journey, from pre-arrival to post-departure. Acting as a trusted host and point of reference, this role anticipates guest needs, builds genuine relationships, and ensures that every interaction is characterized by warmth, discretion, attention to detail, and service excellence.

Working closely with all hotel departments, the Guest Experience Ambassador plays a key role in delivering bespoke experiences that celebrate the unique character of Venice while fostering guest satisfaction, loyalty, and emotional connection to The Gritti Palace.

Key Responsibilities

• Welcome and assist guests throughout their stay, ensuring a seamless and personalized experience.
• Build meaningful relationships with guests, recognizing individual preferences and anticipating their needs.
• Coordinate special requests, Returning and Distinguished Guests arrivals, celebrations, amenities, and tailored experiences.
• Curate authentic Venetian cultural, culinary, and lifestyle recommendations aligned with guests’ interests.
• Provide intuitive, proactive, and refined service, adapting solutions to individual guest expectations whenever possible.
• Collaborate closely with Front Office, Concierge, Housekeeping, Food & Beverage, Reservations, and other departments to ensure flawless service delivery.
• Follow up on guest requests and feedback, ensuring complete satisfaction and timely resolution of any concerns.
• Handle guest inquiries and challenges with professionalism, empathy, discretion, and a commitment to excellence.
• Maintain accurate guest profiles and preferences to support recognition and personalization during future stays.
• Safeguard guest privacy and confidentiality at all times.
• Promote and embody The Gritti Palace values, Marriott and The Luxury Collection standards, and the highest levels of luxury hospitality.

Qualifications & Experience

• Previous experience in Guest Relations, Guest Experience, Front Office, Concierge, Butler Service, or a similar guest-facing role within a luxury hospitality environment.
• Passion for delivering personalized and memorable guest experiences.
• Excellent interpersonal, communication, and relationship-building skills.
• Strong emotional intelligence, cultural awareness, and guest-centric mindset.
• Outstanding attention to detail and ability to anticipate guest needs.
• Ability to remain poised, solution-oriented, and adaptable in a dynamic environment.
• Fluency in English and Italian; additional languages are considered an advantage.
• Knowledge of Venice, its culture, gastronomy, and local experiences is highly desirable.
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Core Competencies

• Luxury Hospitality Excellence
• Personalized Service & Guest Engagement
• Anticipatory Hospitality
• Emotional Intelligence
• Cultural Storytelling & Destination Knowledge
• Problem Solving & Service Recovery
• Collaboration & Teamwork
• Attention to Detail
• Discretion & Confidentiality

The successful Guest Experience Ambassador creates authentic and memorable moments that transform a stay into a deeply personal experience. By combining genuine care, anticipation, local knowledge, and impeccable execution, they contribute to making every guest feel recognized, valued, and inspired to return to The Gritti Palace.

At The Gritti Palace, hospitality is both a tradition and an art. We are looking for passionate professionals who embody elegance, curiosity, and genuine care, creating unforgettable experiences that capture the spirit and beauty of Venice.