Guest Experience Agent

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 February.

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.

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.
• Provide guests with room and hotel information, directions, amenities and local interests over the phone, by email and any other internal communication channels.
• Escort guests to their room and offer orientation inside of the Hotel property
• Contact guests prior to arrival to assist with booking itineraries, restaurants, promotions and room packages, special requests and to prepare for effective recognition.
• Accept and record wake-up calls, requests, room service orders etc. 
• Coordinate and handle room service request, take food and beverage orders for guests who would like to dine and drink in their room.
• Communicate any emergency, lost item or theft to proper security staff and/or authorities.
• Keep contingency lists in case of emergency and communicate any necessary messages.
• 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.
• Act as a liaison to coordinate the efforts of Housekeeping, Engineering, Front Office, and Laundry.

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.