Guest Experience Expert / Front Desk Agent
Sede: Italia, Lombardia, Milan
Casa Brera, a Luxury Collection Hotel belonging to Marriott International, is recruiting a Guest Experience Expert / Front Desk Agent. The role reports to the Front Desk Manager and covers front‑desk, guest‑services, and operational tasks.
About the Role
This full‑time position (5 days a week with 2 days off) begins January 2026. Casa Brera is located near the iconic Teatro alla Scala and offers a blend of luxury, culture, and hospitality.
Responsibilities
- Organize and process guest check‑ins, check‑outs, and payment in Opera.
- Complete cashier, closing reports, and daily contingency shift reports.
- Enroll guests into Bonvoy, Marriott International Loyalty Program.
- Liaise with Housekeeping, Engineering, Reservations, and Revenue to ensure smooth operations.
- Engage guests in conversation about their stay, property services, and local attractions.
- Anticipate guests' service needs through proactive questions.
- Handle internal and external phone calls, logging all calls in the internal CRM.
- Coordinate 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 hotel information, directions, amenities, and local interests.
- Escort guests to their room and offer orientation.
- Accept and record wake‑up calls, requests, room service orders, and coordinate room service.
- Communicate any emergency, lost item, or theft to the proper security staff or authorities.
- Assign appropriate amenities to guests prior to arrival and deliver such amenities on arrival day.
Qualifications
- Warm, people‑oriented demeanor and a team‑first attitude.
- Positive outlook, 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.
Benefits
- Part of Marriott International, the largest hospitality brand in the world.
- World‑class training and development programs tailored to enhancing your skills.
- 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 Employer
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.
#J-18808-Ljbffr