Guest Experience -  Venice 

Shai Rappaport - Head of Guest Experience - November 2025

You might be wondering, why on earth is this British guy and his team working on events in Venice? I barely speak a word of Italian, I don’t live there, and yet somehow, I’ve managed to land gigs in one of the most magical cities in the world. So… how did that happen?

Fair question.

Since November 2023, I’ve been back and forth to Venice seven times, working across different events and locations scattered through the maze of islands that make up this breathtaking city. Each trip has been a new adventure, new venues, new challenges, new opportunities to make things happen.

Over time, I’ve been lucky enough to collaborate with some of Venice’s most luxurious hotels and iconic venues. Those experiences have opened doors I never imagined possible. Through each event, I’ve built connections, real, solid relationships with people who make things happen in Venice.

And that’s the secret.

Those connections have allowed me to deliver flawless (to the untrained eye) events time and time again. More importantly, they mean that every time I touch down in Venice, I already know exactly who to call. And trust me, that makes all the difference, especially when you’re not Italian, don’t speak Italian, and can’t even begin to understand the Venetian dialect!

The Power of Guest Experience

Our specialty lies in Guest Experience, and honestly, it’s been the winning formula that fills the missing piece at so many of these events. In an age where nuance is often overlooked, this is exactly where our operation shines.

It’s all about the subtle understanding of what guests truly need, even before they realise it themselves. Without that awareness, you can’t create moments that linger, the kind that make guests walk away remembering every thoughtful detail, every effortless touch, and feeling that, even miles away from home, everything was perfectly taken care of.

That’s where my team and I step in. We make sure that every guest, no matter how far out of their comfort zone they are, feels seen, valued, and completely at ease. And that’s what transforms an event into an unforgettable experience.

 Everyone Belongs

Not every guest is used to the kind of luxury environments we often work in, and we know this. One of my Venetian experiences perfectly summed that up. I was looking after the groomsmen at a wedding, who just so happened to be athletes and teammates from a very high-profile sports team.

Now, while these guys were absolute elites in their field, not all of them were used to wearing suits regularly, and some had never even tied a bowtie before. That’s where my team and I stepped in, quietly and without any judgment. Our job was simple, make them feel comfortable, confident, and ready to enjoy what was about to be an incredible celebration.

There’s nothing quite like hearing a group of world-class athletes pull you aside at the end of the night just to thank you for “taking away the BS.” That’s when you know you’ve done your job right.

Because here’s the truth, no one wants to walk into a high-fashion store or a luxury hotel and feel like they don’t belong there by the staff. We believe everyone belongs. And we make sure every guest, no matter who they are or where they come from, feels that too.

Oh Venice…

This blog isn’t about the logistics of working in a place like Venice, but let’s be honest, they deserve a mention. After all, it’s a city built entirely on water, and that means everything moves by boat. Equipment, furniture, flowers, food, even the guests.

You can’t just have your delivery vans lining up outside the venue like you would at the #Victoria & Albert Museum and roll everything in on cages when the events team gives you the green light. In Venice, you must adapt.

Even something as simple as a guest wanting to leave early becomes a mini operation. There are no Ubers waiting around the corner to whisk them back to their hotel. It’s a little more complicated than that, and it’s these nuances that make event planning in Venice both challenging and uniquely rewarding.

But now, after seven visits and countless lessons learned, I know this city. I know how to navigate its quirks, its pace, and its people, and yes, I even know where the locals eat. More importantly, I’m confident that my team and I can deliver beautiful, unforgettable experiences here for anyone who wants us to be part of their event.

I can talk about Venice for hours.