Guest Experience Expert / Front Desk Agent
Casa Brera, a Luxury Collection Hotel belonging to Marriott International, is currently recruiting a Guest Experience Expert / Front Desk Agent. Reporting to the Front Desk Manager, the role will cover front desk and guest services tasks.
Key Details
- Full‑time position, 5 days a week with 2 days off.
- Estimated starting date: January 2026.
About Us
Located near the iconic Teatro alla Scala, Casa Brera in Milan is an authentic expression of the city’s evocative spirit and the rhythm of the Brera neighbourhood. The hotel is a gateway to rich Milanese history, art and culture, featuring 101 guestrooms and 15 suites, including the refined Milanese Suite. A rare sky bar and restaurant, Etereo, combines a rooftop pool and panoramic views with exceptional gastronomy. Guests also enjoy a range of breakfast options and classic Milanese aperitivo.
The impact you’ll make
Our Guest Experience Experts deliver more than just a smooth check‑in and check‑out. They create memorable experiences that connect guests with Milanese heritage in a welcoming and inclusive atmosphere. The adecuado candidate will proactively guide guests through their entire stay, handling operational needs, guest requests, reporting, and sharing local highlights, making every transaction part of the Casa Brera experience.
What you’ll do
- Organise, confirm and process guest check‑ins/ check‑outs according to LQA and Marriott International standards and adapt for any changes.
- Secure payment, verifying and adjusting billing as needed in Opera.
- Complete cashier and closing reports, counting the bank at the end of each shift securely.
- Enroll guests into Bonvoy, Marriott International Loyalty Program.
- Liaise with Housekeeping, Engineering, Reservations and Revenue to ensure smooth operations.
- Process and save daily contingency shift report.
- Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
- Anticipate guests’ service needs, including asking questions of guests to better understand their potential needs.
- Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
- Create unique and memorable moments for our guests using a variety of tools and materials.
- Manage guest complaints following procedures and using internal software.
- Handle all internal and external phone calls, answering within the third ring, logging all calls in the internal CRM, and acting as a dispatch to facilitate guest requests, including wake‑up calls, housekeeping and maintenance.
- Manage and coordinate guest chats, create, monitor and close cases using the appropriate Marriott tool.
- Provide guests with room and hotel information, directions, amenities and local interests over the phone, by email and any other internal communication channels.
- Escort guests to their room and offer orientation inside the Hotel property.
- Contact guests prior to arrival to assist with booking itineraries, restaurants, promotions and room packages, special requests and to prepare for effective recognition.
- Accept and record wake‑up calls, requests, room service orders etc.
- Coordinate and handle room service requests, take food and beverage orders for guests who would like to dine and drink in their room.
- Communicate any emergency, lost item or theft to proper security staff and/or authorities.
- Keep contingency lists in case of emergency and communicate any necessary messages.
- Assign appropriate amenities to guests prior to arrival and deliver such amenities on arrival day.
- Respond to and handle guest problems and complaints to the guest’s satisfaction.
- Act as a liaison to coordinate the efforts of Housekeeping, Engineering, Front Office and Laundry.
What you’ll need
- A warm, people‑oriented demeanor and a team‐first attitude.
- Positive outlook and outgoing personality.
- Flexibility, problem‑solving skills and multi‑tasking ability.
- Great storytelling skills in English and at least intermediate Italian (both writing and speaking).
- Previous Front Office/Guest Services experience is a big plus.
- Ideally, technical knowledge of GXP and Opera.
What we offer
- A unique opportunity to be part of a luxury lifestyle hotel where we celebrate your unique talent.
- Part of Marriott International, the largest hospitality brand in the world, offering national and internal promotion opportunities.
- World‑class training and development programs tailored to enhancing your skills and help you grow within the Marriott family.
- Work alongside amazing talent – award‑winning, experienced hospitality professionals.
- Discounted room nights, meals and spa access in more than 9,000 hotels worldwide.
- Discounts for friends and family.
- 5‑ euros breakfast when staying at any of our European hotels.
- Performance and Recognition programs.
- Wellness and sustainability initiatives.
Chef de Partie
Casa Brera, a Luxury Collection Hotel belonging to Marriott International, is currently recruiting a Chef de partie. Reporting to the Executive Sous Chef, the role will cover culinary tasks related to the F&B; production for any of our outlets. This is a full‑time position, 5 days a week with 2 days off. The starting date is estimated in January.
About Us
Located near the iconic Teatro alla Scala, Casa Brera in Milan is an authentic expression of the city’s evocative spirit and the rhythm of the Brera neighbourhood. The hotel is a gateway to rich Milanese history, art and culture, featuring 101 guestrooms and 15 suites, including the refined Milanese Suite. A rare sky bar and restaurant, Etereo, combines a rooftop pool and panoramic views with exceptional gastronomy. Guests also enjoy a range of breakfast options and classic Milanese aperitivo.
The impact you’ll make
Your culinary work will uphold a higher standard and ensure guests experience memorable dishes. Working with a dedicated team of experts, you will learn something different every day as you work with new seasonal menus and unique presentations. Your hard work pays off when a dish you help prepare receives glowing reviews and enthusiastic repeat visits.
What you’ll do
- Responsible for the assigned station under the supervision of the Sous Chef.
- Ensure adequacy of supplies at the cooking stations.
- Assist in preparing orders, stock supplies and check inventories.
- Prepare fresh ingredients for cooking according to recipes and guidelines.
- Test foods to ensure proper preparation and temperature.
- Operate kitchen equipment safely and responsibly.
- Ensure the proper sanitation and cleanliness of surfaces and storage containers.
- Follow Standard Operating Procedures and brand identity guidelines.
- Comply with quality assurance expectations and standards.
- Comply with all health, safety and hygiene standards and policies.
What you’ll need
- Passion for the luxury lifestyle hospitality and culinary industry.
- A warm, people‑oriented demeanor and a team‑player attitude.
- A safety‑first approach.
- Positive outlook and dependability.
- Previous experience in similar roles is an advantage.
What we offer
- A unique opportunity to be part of a luxury lifestyle hotel where we celebrate your unique talent.
- Part of Marriott International, the largest hospitality brand in the world, offering national and internal promotion opportunities.
- World‑class training and development programs tailored to enhancing your skills and help you grow within the Marriott family.
- Work alongside amazing talent – award‑winning, experienced hospitality professionals.
- Discounted room nights, meals and spa access in more than 9,000 hotels worldwide.
- Discounts for friends and family.
- 5‑ euros breakfast when staying at any of our European hotels.
- Performance and Recognition programs.
- Wellness and sustainability initiatives.
Equal Opportunity Employment
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.
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