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 seeking a dynamic and talented Guest Services Manager to lead our Guest Services team and elevate our guest journey. Reporting to the Front Office Manager, you will oversee all aspects of guest arrivals, departures, transportation, and luggage services, ensuring seamless operations and an exceptional luxury experience.
What you will do
Lead, coach, and develop the Guest Services team, fostering a culture of excellence, engagement, and luxury hospitality.
Ensure a seamless, personalized guest journey from arrival to departure, delivering exceptional service at every touchpoint.
Oversee guest transportation, luggage handling, escort services, golf cart operations, and valet parking services.
Support VIP arrivals, guest recognition initiatives, and service recovery efforts to enhance guest satisfaction and loyalty.
Maintain the highest standards of presentation, cleanliness, safety, and operational efficiency across all Guest Services areas.
Collaborate closely with Front Office, Concierge, Housekeeping, Security, and other departments to ensure smooth daily operations.
Monitor service quality and operational performance, identifying opportunities for continuous improvement and enhanced guest experiences.
Ensure compliance with company policies, safety procedures, and risk management standards, responding effectively to operational and emergency situations.
Support departmental financial objectives through effective workforce planning, scheduling, and resource management.
Act as Manager on Duty when required, providing leadership and ensuring exceptional service standards throughout the hotel.
What you bring
1-2 years of leadership experience within luxury hospitality or a guest-focused environment.
Previous experience in Guest Services or in a supervisory/management role with direct responsibility for guest experience and people leadership is considered a plus.
Ability to lead, coach, motivate, and develop diverse teams while fostering a culture of service excellence, employee engagement, and operational success.
Excellent personal presentation and interpersonal skills, an outgoing personality and a can-do approach to any request.
A valid driving license is required for this position.
Reading, writing and oral proficiency in the Italian and English language. Additional languages considered an asset
What we offer:
Competitive Salary, wages, and a comprehensive benefits package
Excellent Training and Development opportunities
Employee Discount for stays at any Four Seasons worldwide
Complimentary Dry Cleaning for Employee Uniforms
Employee Meals
Schedule & Hours:
Full-time position. This role requires flexibility to work weekends and public holidays. Applicants must have valid authorization to work in Italy at the time of application.
Cerchiamo uno Chef entusiasta, flessibile e orientato all'ospite per una prestigiosa proprietà sul Lago di Como, a servizio della famiglia proprietaria e di un'élite internazionale (UHNW).Chi Cerchiamo e Requisiti Desideriamo un talento della cucina con una profonda passione per la cultura gastronomica italiana, incentrata su materia prima eccezionale, ingredienti non manipolati ed esecuzioni impeccabili nella loro semplicità. Il candidato ideale unisce un forte interesse per la ricerca attiva dei migliori prodotti locali ad una mente aperta e collaborativa, pronta ad accogliere con positività (can-do attitude) le richieste della proprietà e degli ospiti. Sono indispensabili un approccio solare e calmo, altissimi standard di igiene e organizzazione, la capacità di garantire massima discrezione e la patente di guida per la gestione delle forniture. Inizio immediato.Cosa Offriamo Massima flessibilità contrattuale (Full-Time a tempo indeterminato, Stagionale o Contractual) per venire incontro ai migliori talenti, un ambiente di lavoro autonomo, sereno e stimolante in una delle location più iconiche al mondo, e l'opportunità di consolidare la propria carriera in un contesto di ospitalità ultra-luxury di livello globale.
Si ricerca un sous chef da inserire nel nostro team a partire da novembre 2026.Ricerchiamo una persona affidabile, seria e dinamica, che sappia lavorare in team prettamente giovane e che abbracci il nostro progetto , con dedizione e responsabilità. Che abbia già maturato esperienza in questo ruolo.
Siamo alla ricerca di uno Chef de Rang motivato e pronto a entrare a far parte del nostro Team Food & Beverage. Il candidato ideale ha maturato esperienza nell'ospitalità di lusso e possiede spiccate doti comunicative, che gli consentano di interagire con una clientela internazionale di alto profilo. La risorsa selezionata dovrà dimostrare empatia e capacità di gestire le elevate aspettative della clientela, operando con autonomia nel proprio rango e sotto la supervisione del Maître, contribuendo a garantire servizi impeccabili e standard di eccellenza.Responsabilità principali· Gestire e coordinare il proprio rango, assicurando un servizio impeccabile· Accogliere gli ospiti con cortesia e disponibilità, creando un'atmosfera ospitale e professionale · Rispettare gli standard di servizio e garantire un'altra qualità dell'esperienza gastronomica· Collaborazione con cucina e proprio responsabile per garantire un flusso di servizio efficiente· Gestire l'ordine e il servizio delle portate, curando ogni dettaglio· Consigliare gli ospiti nella scelta dei piatti e dei viniCosa Offriamo· Ambiente di lavoro stimolante e dinamico· Opportunità di crescita e di sviluppo professionale· Pacchetto retributivo in linea con il ruoloUlteriori dettagli saranno forniti durante il colloquio.Il trattamento dei dati personali avverrà nel pieno rispetto delle normative vigenti in materia di protezione dei dati (GDPR). Dettagli sulla nostra informativa Privacy al sito https://www.fontanellestate.com/privacy-policy
Siamo alla ricerca di un Barman motivato e pronto a entrare a far parte del nostro Team Food & Beverage presso Hotel Le Fontanelle*****. Il candidato ideale ha maturato almeno 2 anni di esperienza nell'ospitalità di lusso e possiede spiccate doti di leadership e comunicazione, che gli permettano di interagire con una clientela internazionale di alto profilo. La risorsa selezionata sarà responsabile al servizio del Lounge Bar dell'Hotel e del Bar Piscina, affiancando una brigata di 3 persone, operando in stretta collaborazione e con il supporto del Maître, e contribuendo a garantire servizi impeccabili e standard elevati in linea con il posizionamento della struttura.Responsabilità principali· Accoglienza e gestione degli ospiti· Preparazione e servizio di bevande, cocktail e prodotti di caffetteria secondo gli standard della struttura· Collaborazione con il Maître per la pianificazione del servizio e l'ottimizzazione delle attività· Controllo delle scorte, ordini e corretta conservazione dei prodotti· Garanzia del rispetto delle normative igienico-sanitarie e degli standard di qualità· Cura dell'ordine, della pulizia e dell'immagine dei punti barCosa Offriamo· Ambiente di lavoro stimolante e dinamico· Opportunità di crescita e di sviluppo professionale· Pacchetto retributivo in linea con il ruoloUlteriori dettagli saranno forniti durante il colloquio.Il trattamento dei dati personali avverrà nel pieno rispetto delle normative vigenti in materia di protezione dei dati (GDPR). Dettagli sulla nostra informativa Privacy al sito https://www.fontanellestate.com/privacy-policy
Siamo alla ricerca di un Commis de Bar motivato e desideroso di entrare a far parte del nostro Team Food & Beverage. Il candidato ideale possiede spiccate doti comunicative, che gli consentano di interagire con una clientela internazionale di alto profilo. La risorsa selezionata fornirà supporto operativo al Barman e al team di sala, occupandosi inoltre della gestione dei lettini e del servizio agli ombrelloni, garantendo un servizio attento, puntuale e in linea con gli elevati standard qualitativi della struttura, sotto la supervisione del Maître e del Barman.Responsabilità principali· Supporto al servizio bar nella preparazione e nel servizio di bevande· Riordino e pulizia delle postazioni di lavoro e delle aree bar· Gestione operativa dell'area piscina, inclusa l'organizzazione e il controllo dei lettini· Accoglienza e assistenza agli ospiti in piscina· Servizio di bevande e snack presso gli ombrelloni· Collaborazione con il personale di sala e bar per garantire un servizio efficiente e coordinato· Cura dell'ordine, dell'igiene e dell'immagine dell'area piscina e bar· Cura dell'approvvigionamento dei prodotti nei vari outletCosa Offriamo· Ambiente di lavoro stimolante e dinamico· Opportunità di crescita e di sviluppo professionale· Pacchetto retributivo in linea con il ruoloUlteriori dettagli saranno forniti durante il colloquio.Il trattamento dei dati personali avverrà nel pieno rispetto delle normative vigenti in materia di protezione dei dati (GDPR). Dettagli sulla nostra informativa Privacy al sito https://www.fontanellestate.com/privacy-policy
Borgo Pignano Florence è un raffinato boutique hotel immerso in un parco di 5 ettari sulle colline fiorentine, a pochi minuti dal centro storico di Firenze. La struttura, parte della prestigiosa collezione Relais & Châteaux, offrirà 32 camere e suite eleganti, una villa privata, una spa esclusiva, una piscina riscaldata, due ristoranti e suggestivi spazi per eventi. Un'oasi di relax e raffinatezza nel cuore della Toscana.
PURPOSE OF THE JOB
For the opening of our Borgo Pignano Florence, a luxury urban retreat affiliated with Relais & Châteaux, located within a 5-hectare park just steps away from the historic centre of Florence, we are seeking a Revenue & Reservation Supervisor. The candidate must be able to ensure the effective implementation of Revenue & Reservation standards and assist us in positioning this hospitality jewel at the top end of the luxury market.
REPORTS TO: Cluster Sales & Marketing Director
MAIN DUTIES & RESPONSIBILITIES
Work side by side with the Reservation Manager in the following:
Reservations:
- Receive, evaluate, and manage reservation requests from all channels: email, telephone, OTA, GDS, direct website, and agencies, corporate accounts and business partners ensuring compliance with company standards
- Ensure timely management of correspondence in accordance with company timelines and standards.
- Accurately enter and manage reservations within the systems (PMS and connected platforms), including confirmations, modifications, and cancellations, verifying rates, sales conditions, guarantees, deposits, pre payments, payment methods and cancellation policy and with other departments for special requests
- Verify booking conditions, payment methods, and correct sales rates.
- Monitor incoming reservations and coordinate with the Front Office for room assignments and with other departments for special requests
- Control and manage the "daily trace" on a daily base
- Apply upselling and cross selling techniques, promoting higher room categories, dining, Spa Services, transfers, experiences and when appropriate the sister property Borgo Pignano Tuscany
Revenue Management:
- Operationally manage revenue management activities for Borgo Pignano Florence and Borgo Pignano Tuscany, implementing approved pricing strategies and contributing to achieving pricing strategies and financial goals for both properties
- Monitor daily occupancy pick up, booking pace, lead time, cancellation, segmentation, ADR, RevPAR, channel mix and production by channel, identifying variances and opportunities for improvement
- Update rates availability restrictions, minimum length of stay (MLOS), allotments, group blocks, rate codes and packages across systems and distribution channels
- Optimize inventory during high and low demand periods, maintaining the most appropriate business mix while monitoring rate parity, competitive positioning and market performance
- Prepare periodic reports and forecasts for both properties supporting management budget preparation and proposing corrective actions when necessary.
- Maintain relationships with OTAs, tour operators, travel agencies, corporate partners and distribution vendors, contributing the onboarding of new channels, interfaces and rate products
System, Distribution and Data quality:
- Ensure the correct use and update of PMS, CRS, CRM, GDS, channel manager, RMS, and Business Intelligence systems, verifying data consistency and interface functionality.
- Create and maintain rate categories, rate codes, packages, promotions, and sales conditions in compliance with brand and company standards.
- Guarantee that availability, pricing, descriptions, amenities, and terms are always up to date and accurate across all channels, promptly reporting errors, discrepancies, or technical issues.
- Maintain high standards of data quality, completeness, and confidentiality in compliance with GDPR and internal procedures.
Operational Coordination and Guest Experience:
- Proactively collaborate with Front Office, Housekeeping, Food & Beverage, Spa, and other departments to deliver a seamless, personalized guest stay.
- Handle requests regarding celebrations, transfers, dietary requirements, room setups, Spa treatments, dining, and experiences, ensuring timely follow-up.
- Maintain comprehensive knowledge of both properties, including room types and names, features, rates, outlets, menus, operating hours, meeting rooms, capacities, amenities, experiences, VIP standards, and loyalty programs (if applicable).
- Stay informed about key attractions, activities, events, and local institutions in Florence and Volterra, sharing updated information with the Reservations and Front Office teams.
- Ensure elegant, accurate, and consistent communication aligned with Borgo Pignano's positioning, creating a positive impression from the very first point of contact.
Supervision and Standards:
- Supervise daily department activities during the shift, setting operational priorities and verifying accuracy, timing, and proper handling of pending tasks.
- Support the onboarding and training of the team on reservation procedures, revenue strategies, software systems, and service standards.
- Assist in drafting, updating, and implementing SOPs, promoting procedural consistency and information sharing between the two properties.
- Participate in operational briefings, departmental meetings, and training sessions, reporting results, critical issues, and operational needs to the line manager.
- Collaborate with Finance on payments, deposits, commissions, refunds, and administrative anomalies.
Di cosa ti occuperai:
-Coordinamento operativo del reparto Booking / gestione turni
-Gestione delle richieste provenienti dai canali utilizzati (telefono/e-mail, sito web e portali online)
-Puntuale aggiornamento dei sistemi gestionali aziendali
-Promozione e vendita dei servizi, in stretta collaborazione con il team Sales & Marketing, ed anche tramite sviluppo di azioni di up-selling e cross-selling
-Collaborazione con gli altri reparti delle varie case per assicurare un flusso continuo di informazioni
-Contributo al miglioramento continuo dei processi e all'introduzione di strumenti digitali e di automazione (AI) a supporto dell'efficienza operativa.
-Gestione e valorizzazione delle risorse del reparto.
-Utilizzo giornaliero costante del CRM aziendale di Gruppo per sviluppare la conoscenza del Brand.
Qualifications:
- 1year+ hotel experience in customer service or related industry
- Proven experience in processing guest-facing financial transactions (including cash and/or credit card/digital payments)
- Awareness of U.S currency and exchange rates (preferred)
- Proficiency in Italian
Duties and Responsibilities:
- Greets all guests immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, taking the time to understand all requests in detail.
- Responds to escalated guest concerns in a considerate, professional and positive manner by showing empathy and listening actively.
- Always looking the part, the Guest Services Officer plays a key role in being the first impression for the brand to our guests.
- Through effective ownership and initiative the Guest Services Officer will seek to take accountability for delivering an outstanding guest experience through problem resolution.
- Maintains current knowledge of all ship's regular events and special functions by reviewing all available data to provide guests with accurate and up-to-date information to answer questions and handle any special requests.
- Proper telephone etiquette is a key requirement. Must ensure that telephones are answered promptly using positive and clear English communication, using the guest name when possible.
- Provides all services of the Guest Services desk; including, but not limited to: tracing missing luggage, cash services, safety deposit box service, lost and found service, printing and issuing of guest Sea Pass cards, and broadcasting ships announcements.
POSITION SUMMARY
First impressions are everything. When guests arrive at our hotels, we want that impression to be memorable. The same goes for departures. When guests leave, we want them to go with a smile and a feeling that we were there for them throughout their stay. We want to build an experience that is memorable and unique from start to finish. Our Guest Arrival Experts take the initiative to deliver a wide range of services that guide guests through their arrival and departure experiences. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Arrival Expert makes transactions feel like part of the experience.
No matter what position you are in, there are a few things that are critical to success ? creating a safe workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Arrival Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance and objects weighing more than 75 pounds with assistance.. Doing all these things well (and other reasonable job duties as requested) is critical for Guest Arrival Experts ? to get it right for our guests and our business each and every time.
PREFERRED QUALIFICATIONS
Education: High school diploma or G.E.D. equivalent.
Related Work Experience: No related work experience.
Supervisory Experience: No supervisory experience.
License or Certification: None
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
When you join the Sheraton family, you become a member of its global community. We've been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you're a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be ?The World's Gathering Place'. In joining Sheraton Hotels & Resorts, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
