Senior Guest Experience Manager

The Role
At Serravalle Designer Outlet, we are looking for an exceptional Senior Guest Experience Manager to elevate hospitality across the centre and make every visit feel welcoming, seamless and memorable.
You will lead the full guest experience operation—from Guest Services, the Guest Lounge, Clienteling and personal shopping to family attractions, shopping services and premium parking—setting ambitious standards and ensuring they come to life every day.
Leading three direct reports, an in-house team of around 16 and approximately 25 partner colleagues, you will combine strategic thinking with visible operational leadership and help shape the future of Serravalle’s guest-facing spaces.
What You’ll Be Doing
Define and deliver Serravalle’s guest experience plan, continually raising standards across the full guest journey.
Lead, coach and develop the in-house team while holding outsourced partners accountable for quality and performance.
Guide premium services and personalised guest journeys that strengthen satisfaction, loyalty and commercial results.
Use guest feedback and KPIs to improve performance, resolve issues and identify new service opportunities.
Own the Guest Experience budget, forecasting and cost control, balancing exceptional service with commercial value.
Source and manage suppliers, ensuring guest-facing areas are beautifully presented, maintained and operated to the highest standards.
Partner across Facilities, Tourism, Retail and luxury brands to deliver joined-up services and shape the redesign of key guest spaces.
Participate in the centre duty management rota and respond confidently to operational incidents.
To Be Successful You’ll Bring
Significant leadership experience in luxury hospitality, ideally within a large hotel or resort group and across broad guest services, guest relations or operations.
A strong record of leading sizeable in-house teams and outsourced partners, raising standards and developing people.
Experience overseeing premium lounges, food-and-beverage environments and multiple guest amenities or leisure facilities.
Commercial acumen, including budgets, forecasting, cost control, supplier sourcing and contract management.
Experience opening, maintaining or redesigning guest-facing spaces, with the operational insight to influence effective design.
Confidence using guest feedback and KPIs to make sound decisions and drive improvement.
Excellent stakeholder skills and the ability to thrive in a complex, international organisation.
Fluent Italian and English, with flexibility to work around centre trading requirements and join the duty management rota.

Employment type
Full-time

Work arrangement
Hybrid