Guest Experience Agent

**Additional Information**
**Job Number**25110525
**Job Category**Rooms & Guest Services Operations
**Location**Casa Brera a Luxury Collection Hotel Milan, Piazzetta M Bossi No 2, Milan, Milan, Italy, 20121
**Schedule**Full Time
**Located Remotely?**N
**Position Type** Non-Management

Casa Brera, a Luxury Collection Hotel, Milan belonging to Marriott International, is currently recruiting Guest Experience Agent to join a team made of modern and authentic hospitality professionals in the newest luxury lifestyle hotel in Milan.

Reporting to Front Desk Manager, the role will cover both front desk and guest services tasks.
- This is full-time position, 5 days a week with 2 days off.
- The estimated start date is September.

**About us**

Casa Brera is an unexpected gateway in the heart of Brera.

Reinterpreted by Studio Urquiola, Casa Brera features 116 sophisticated guestrooms including 15 suites and the Milanese Suite. Hidden behind a rationalist façade, you will find a world of international elegance, transcending the traditional hotel experience. Our hotel promises cosmopolitan luxury, authentic lifestyle and a timeless Milanese elegance.

A Culinary hub, here flavors and sounds from different places seamlessly interlace. Odachi, showcases authentic Japanese cuisine in a cosmopolitan setting while those looking for a truly Italian experience can indulge at our Italian Restaurant, Scena. “Living” is a welcoming space for guests to socialize over aperitivo and Milanese light bites. By night, the rooftop’s sky bar transforms into an unmissable destination, with a pool and lounge areas providing the perfect spot to soak up the energy and skyline of the city.

Join Casa Brera, the new place to be in Milan, where an authentic and modern team crafts unique experiences that connect our guests with Milanese heritage in a welcoming and inclusive atmosphere.

**The impact you’ll make**

Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, they make transactions feel like part of the Casa Brera experience.

No matter what position you are in, there are a few things that are critical to success - creating a safe workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts - to get it right for our guests and our business each and every time.

**Join a newly opened lifestyle luxury hotel**

Working in a newly opened luxury lifestyle hotel is an incredible opportunity to gain strong expertise in hospitality and a great exposure to Marriott International EMEA leaders. This can remarkably accelerate your career growth within the company and provide you the right tools to be involved in other openings at national and international level. It is indeed a challenging experience but surely a rewarding one

**What you’ll do**

Front Desk:

- Organize, 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.

Guest Experience
- Create unique and memorable moments for our guests using a variety of tools and material.
- Manage guest complaints following procedures and using internal software.
- Handle all internal and external phone calls answering within the third ring, guest and talent calls alike, log all calls in the internal CRM, and act 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.
- Escort guests to their room and offer orientation inside of the Hotel property
- Contact guests prior to arrival to assis