Guest Service Agent - Night
Job Description
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:
Overlooking the Venetian Lagoon and just steps from Piazza San Marco, Danieli, a Four Seasons Hotel, Venice is an iconic property offering elegant, spacious accommodations. The historic hotel showcases majestic Venetian architecture dating back to the 14th century. Guests can also enjoy spectacular views of Venice’s landmarks from the rooftop Restaurant Terrazza Danieli.About the Role
The Guest Service Agent – Night plays a vital role in delivering highly personalized, seamless, and emotionally engaging service throughout every stage of the guest journey. This position acts as a warm and attentive host, ensuring guests feel recognized, valued, and fully supported from their first interaction with the hotel through long after departure.
Working during overnight operations, the role is responsible for creating a welcoming and reassuring environment while managing guest interactions across multiple touchpoints and languages with professionalism, efficiency, and empathy.
The successful candidate will introduce guests to the hotel and accommodation, provide room escorting, handle requests and reservations, and deliver intuitive luxury service aligned with Four Seasons standards.
What You Will Do
- Welcome guests during night operations, provide room escorting, and ensure a seamless arrival and departure experience.
- Handle all guest interactions across multiple channels including in person, phone, email, and chat in a professional and engaging manner.
- Respond promptly to guest requests and inquiries, ensuring personalized and high-quality service at every touchpoint.
- Engage with guests throughout the property, offering guidance, assistance, and tailored recommendations for hotel outlets and curated local experiences.
- Manage reservations and guest requests across the entire guest journey, including restaurant bookings, transportation arrangements, and concierge-style support.
- Maintain accurate guest profiles by recording preferences, interactions, and follow-up actions within Four Seasons systems.
- Support smooth overnight hotel operations through effective coordination with other departments.
- Assist operational teams during peak periods to ensure continuity of service and exceptional guest satisfaction.
- Handle service recovery situations with empathy and professionalism, taking ownership of guest concerns and ensuring appropriate resolution and follow-up.
- Contribute to operational planning by organizing guest information, coordinating requests, and supporting internal briefings and communication.
What You Bring
- Previous experience within a luxury hotel or high-end hospitality environment (minimum 1 year preferred).
- Ability to support luggage handling when required.
- Excellent interpersonal and communication skills with the ability to build genuine guest connections.
- Strong customer-service orientation and cross-cultural sensitivity.
- A guest-centric mindset with strong understanding of personalization and emotional engagement.
- Confidence interacting with guests in multiple languages, both verbal and written.
- Strong organizational and multitasking skills with the ability to remain calm and detail-oriented in a fast-paced environment.
- Passion for delivering intuitive, memorable, and personalized luxury experiences.
- Fluency in English and Italian is required; additional languages are considered a strong advantage.
- Availability to work night shifts, weekends, and holidays.
What We Offer
- Competitive salary and comprehensive benefits package.
- Excellent training and development opportunities.
- Employee discount for stays at Four Seasons properties worldwide.
- Complimentary dry cleaning for employee uniforms.
- Complimentary employee meals.
Schedule & Location
- Full-time position based at Hotel Danieli, Venice.
- Flexibility to work weekends and holidays as required.
- Candidates must possess the legal right to work in Italy.