Guest Experience Expert/Front Desk Agent

1 settimana fa

Lazio, Italia Jobbit A tempo pieno

Guest Experience Expert / Front Desk Agent – Casa Brera – a Luxury Collection Hotel, MilanCasa Brera, a Luxury Collection Hotel belonging to Marriott International, is inviting applications for the Guest Experience Expert / Front Desk Agent position.Report to the Front Desk Manager.The role covers front-desk and guest-services tasks.Key DetailsFull-time • 5 days per week • 2 days offEstimated start date: January ****About UsLocated near Teatro alla Scala, Casa Brera offers 101 guestrooms and 15 suites, including the Milanese Suite.The hotel features the sky bar and restaurant Eterèo, a rooftop pool, and a range of dining options.What You'll DoFront DeskOrganize, confirm and process guest check-ins/check-outs in accordance with LQA and Marriott International standards.Secure payment, verify and adjust billing in Opera.Complete cashier and closing reports and count the bank securely.Enroll guests in Bonvoy, Marriott's loyalty program.Liaise with Housekeeping, Engineering, Reservations and Revenue to ensure smooth operations.Process and record daily shift reports.Engage guests in conversation about their stay and local attractions.Anticipate guests' needs and address requests promptly.Run daily arrival/departure reports and verify accuracy.Guest ExperienceCreate unique, memorable moments for guests using host skills and available tools.Resolve complaints following procedures and using internal software.Answer internal and external phone calls and log all calls in the CRM.Coordinate guest chats and close cases using Marriott tools.Provide information on rooms, hotel amenities and local interests via phone, email, or other channels.Escort guests to their rooms and offer orientation.Contact guests before arrival to assist with itineraries and special requests.Accept and record wake-up calls, room-service orders, etc.Coordinate room-service requests and take orders.Escalate emergencies, lost items, or theft to security and authorities.Maintain contingency lists for emergencies.Assign and deliver pre-arrival amenities.Resolve guest issues to satisfaction, acting as the first point of contact.Coordinate cross-departmental efforts with Housekeeping, Engineering, Front Office and Laundry.What You'll NeedPeople-oriented, warm demeanor and team-first attitude.Positive outlook and outgoing personality.Flexibility, problem-solving skills and ability to multitask.Storytelling skills in English and at least intermediate Italian (written and spoken).Prior front-office or guest-services experience preferred.Technical knowledge of GXP and Opera desirable.What We OfferOpportunity to be part of a luxury lifestyle hotel and Marriott International's global brand.World-class training and development programs.Work with experienced hospitality professionals.Discounted room nights, meals and spa access worldwide.Discounts for friends and family.€5 breakfast perk at European hotels.Performance and recognition programs.Wellness and sustainability initiatives.Our CommitmentMarriott International is an equal-opportunity employer committed to diversity and inclusion.We celebrate an inclusive culture and do not discriminate on the basis of disability, veteran status or other protected characteristics.#J-*****-Ljbffr

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