Guest Experience Expert/Front Desk Agent

Guest Experience Expert / Front Desk Agent – Casa Brera, a Luxury Collection Hotel, MilaJobbit is seeking a Guest Experience Expert / Front Desk Agent at Casa Brera in Milan. Join our team and help create memorable visits for our guests.About UsCasa Brera, located near the iconic Teatro alla Scala, is a Luxury Collection Hotel that blends Italian design and hospitality. The property offers 101 guestrooms and 15 suites, including the refined Milanese Suite, and features the Etereo sky bar and restaurant as well as a rooftop pool. We are known for our authentic, modern team that strives to craft unique experiences that connect guests with Milanese heritage.The impact you'll makeAs a Guest Experience Expert you will deliver a wide range of services that guide guests through their entire stay. You are empowered to address operational needs, guest requests, complete reports, and share local highlights. Success depends on maintaining a safe workplace, following company policies, upholding quality, and presenting professional appearance and communication.Join a newly opened lifestyle luxury hotelWorking at Casa Brera is an opportunity to gain strong expertise in hospitality and gain exposure to Marriott International EMEA leaders. This role may accelerate your career growth within the company and lead to additional opportunities at national and international levels.SENIORITY LEVELEntry levelEMPLOYMENT TYPEFull‑timeJOB FUNCTIONManagement and ManufacturingINDUSTRIESHospitalityWhat You'll DoFront DeskOrganise, confirm and process guest check‑ins and check‑outs in accordance with LQA and Marriott International standards.Secure payment, verify and adjust billing in Opera.Complete cashier and closing reports and securely count the bank at the end of each shift.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 about their stay, services and local attractions.Anticipate guests’ needs and ask questions to understand potential requests.Run daily reports (arrivals, departures), identify special requests, and check reports for accuracy.Guest ExperienceCreate unique and memorable moments using a variety of tools and materials.Manage guest complaints following procedures and using internal software.Handle internal and external phone calls, log all calls in the internal CRM, and act as a dispatch to facilitate guest requests.Manage and coordinate guest chats, creating, monitoring and closing cases in the appropriate Marriott tool.Provide guests with room and hotel information, directions, amenities and local interests over the phone, email and other internal channels.Escort guests to their rooms and offer orientation inside the hotel property.Contact guests prior to arrival to assist with itineraries, reservations, promotions, room packages and special requests.Accept and record wake‑up calls, room‑service orders etc.Coordinate and handle room‑service requests, take food and beverage orders for guests who dine or drink in their rooms.Communicate emergencies, lost items or theft to security staff and/or authorities.Keep contingency lists in case of emergency and communicate necessary messages.Assign appropriate amenities to guests prior to arrival and deliver on arrival day.Respond to and resolve guest problems and complaints to the guest’s satisfaction. First‑person problem resolution.Act as a liaison to coordinate the efforts of Housekeeping, Engineering, Front Office, and Laundry.What You'll NeedA 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 OfferA unique opportunity to be part of a luxury lifestyle hotel.Part of Marriott International, offering national and internal promotion opportunities.World‑class training and development programs.Work alongside award‑winning hospitality professionals.Discounted room nights, meals, and spa access in more than 9,000 hotels worldwide.Discounts for your friends and family.Free breakfast when staying at any European hotel.Performance and recognition programs.Wellness and sustainability initiatives.Explore our very big worldAs a world‑class leader in the travel industry, Marriott International offers opportunities worldwide. Join us and grow through varied career paths. Your communication skills and teamwork will be valued.You’re welcomed hereOur highest priority is making you feel as welcome as our guests. You’ll be appreciated and valued, and your impact is meaningful.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.Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.Settore: Hotel/TurismoRuolo: Ristorazione/HotellerieReferrals increase your chances of interviewing at Jobbit by 2x#J-18808-Ljbffr