Guest Experience Supervisor/front Office Supervisor

**Additional Information**
**Job Number**26000334
**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 a Guest Experience Supervisor/Front Office Supervisor to join our team.

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

**About us**

Located near the iconic Teatro alla Scala, Casa Brera, a Luxury Collection Hotel, Milan is an authentic expression of the city’s evocative spirit, intertwined with the rhythm of the Brera neighborhood. The hotel is a gateway to the rich tapestry of Milanese history, art and culture. An interpretation of the city’s timeless elegance, brought to life by celebrated designer, Patricia Urquiola, there are 101 guestrooms and 15 suites, including the refined Milanese Suite.

Favored by locals and guests, Casa Brera, a Luxury Collection Hotel, Milan, is a must-visit location for worldly epicureans. Presenting a symphony of flavors, regional cuisine is redefined. A rare sky bar and restaurant, Etereo is where a rooftop pool and panoramic views meet exceptional gastronomy. In addition, guests can savor delicious breakfast options and enjoy classic Milanese aperitivo

Here, you will find an authentic and modern team that aims at crafting unique experiences that connect our guests with Milanese heritage in a welcoming and inclusive

**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 Supervisors 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:

- Acting as Duty Manager whenever department manager is not on shift and be responsible of the desk whenever you are on duty.
- Process guest check-ins/check-outs according to LQA and Marriott International standards, process all payment types and count bank at the beginning and end of shift. Balance and drop receipts according to accounting specifications.
- Escort guests to their room and offer orientation inside of the Hotel property.
- Enroll guests into Bonvoy, Marriott International Loyalty Program.
- Monitor rooms assignment, pre-block rooms for all arrivals accordingly and communicate with Housekeeping and Engineering as needed.
- Review special requests on reservations and coordinate with other related departments to anticipate and fulfill the guests’ needs.
- Review and manage guestroom inventory for same-day sales to maximize yield and occupancy.
- 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.
- Complete designated cashier and closing reports in the system.

Guest Experience
- Responsible for ensuring authentic recognition of all guests, informing all departments of the guests' arrivals, special needs, requests, and personal preferences.
- Collaborate with management to develop and carry-out ideas and procedures and set goals to continuously improve the guest satisfaction performance.
- Assign and