Guest Experience Supervisor/Front Office Supervisor

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 ensure work tasks of the department are completed on time and that they meet appropriate quality standards.
• 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.
• Contact guests prior to arrival to assist with booking itineraries, restaurants, promotions and room packages, special requests and to prepare for effective recognition.
• Coordinate and handle room service request, take food and beverage orders for guests who would like to dine and drink in their room.
• Assign appropriate amenities to guests prior to arrival and deliver such amenities on arrival day.
• Respond to and handles guest problems and complaints to the guest’s satisfaction. First person, problem resolution. Keep track of negative cases and communicate guest issues with the team.
• Act as a liaison to coordinate the efforts of Housekeeping, Engineering, Front Office, and Laundry.

General Tasks

• Follow Standard Operating Procedures and brand identity guidelines at all times.
• Follow all company safety and security policies and procedures, report accidents, injuries, and unsafe work conditions to manager.
• Ensure team compliance with quality assurance expectations and standards.
• Be the point of conduct for the Guest Experience experts during the shift and support the management in any request. In a supervisor position, it is essential to lead by example at all times.
• Provide your best service and make sure the guest leaves the hotel with a positive memory. Our aim is a 10/10

What you’ll need:

• A 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 offer

• A unique opportunity to be part of a luxury lifestyle hotel where we celebrate your unique talent.
• Part of Marriott International, the largest hospitality brand in the world- this means national and internal promotion opportunities for the right candidates. The sky is your limit here.
• World class training and development programs tailored to enhancing your skills and help you grow within the Marriott family.
• Work alongside some amazing talent- award winning, experienced hospitality professionals
• Discounted room nights, meals, and spa access in more than 9,000 hotels worldwide-because your wellbeing means so much.
• Discounts for your friends and family 
• 5euros breakfast when staying at any of our European hotels
• Performance and Recognition programs
• Wellness and sustainability initiatives 

Explore our very big world

As a world-class leader in the travel industry, there’s no better place than Marriott International to make your mark. Joining us, you’ll get to entertain and meet people from all over the world as you build your experience. You’ll find a place where your personality and ideas are appreciated just as much as the work you do. And you’ll grow through opportunities to explore the business, opening yourself to various career options. If you have the natural ability to communicate and enjoy working with others, we welcome you to join our global family. 

You’re welcomed here

Our highest priority is making you feel as welcome as our guests. We want you to know you’re important to us and that you’ll make an impact in your role, and for that, you’ll be appreciated and valued.

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.