Guest Experience Agent

Guest Experience Agent - Front Office Agent

Company Description

Miramis is a collection of brands within Miramis Hospitality group, a hospitality, restaurant, and entertainment company in the luxury segment, headquartered in Sweden and owned by Qarlbo AB. Qarlbo is the family holding company owned by the Jonsson family, focused on long‑term investments in other sectors as well, such as hydrogen, biodiversity, and real estate, with the ambition of creating a legacy for future generations.

The group’s portfolio spans Sweden and Italy. In Stockholm, Miramis operates Cirkus Arena and Restaurant, Backstage Hotel, and Hasselbacken, and is developing Gasometer, a new arena and cultural destination in the Gasworks area of Norra Djurgårdsstaden.

In southern Tuscany we find Hotel LA ROQQA, Scirocco Restaurant, and Isolotto Beach Club in Porto Ercole, Hotel Torre di Cala Piccola in Porto Santo Stefano, and the country estate La Capitana in Magliano in Toscana, which is undergoing a major repositioning project this year.

Position

We are looking for a Guest Experience Agent for 2027 summer season, for our property Hotel Torre di Cala Piccola, reporting directly to the Guest Experience Manager.

Your Role and Mission at Miramis

You will be the face and voice of Miramis — the person who welcomes our guests, listens to their wishes, and transforms each stay into a unique, tailor‑made experience.

Working closely with the Reception, Concierge, Housekeeping, Food & Beverage, and Sales & Events teams, you will ensure authentic and seamless communication with everyone who walks through our doors.

You’ll play a key role in every stage of the guest journey — anticipating needs, resolving issues with empathy and professionalism, proposing personalized activities, collecting feedback, and curating those thoughtful details that turn a stay into an unforgettable memory.

Requirements

Requirements for the role:

• Minimum 2 years of experience in 4*/5* hotels with international clientele
• Fluent in Italian and English (other languages are a plus: French, German, Spanish, Arabic, Russian, Chinese)
• Proficient use of PMS systems
• Experience in collecting and managing guest feedback
• Accuracy in compiling reports and maintaining guest history
• Ability to manage internal and external service bookings
• Skill in creating and organizing tailor‑made experiences
• Familiarity with professional messaging platforms
• Experience with online reputation management tools

Soft Skills That Make the Difference:

• Positive attitude, empathy, and elegant presence
• Customer‑centric mindset and strong problem‑solving ability
• Discretion and sensitivity in handling guest information
• Creativity and curiosity in suggesting new experiences
• Composure and positivity under pressure
• Emotional intelligence and openness to diversity

Other information

We like to call it “Total Reward,” because our compensation proposal is holistic and takes into account various aspects.

Contract and compensation:

• Seasonal contract for 2027, approximately from April to October. Start and end dates may vary depending on the property and operational needs;
• Gross annual salary starting from €22.263, to which variable elements are added where applicable: public holidays, Sundays, night shifts, overtime/additional work, and tips; salary varies according to the candidate’s experience and is assessed during the individual selection process;
• Contract in line with the National Collective Labor Agreement (CCNL) for Tourism – Confcommercio, with a 5 working days + 2 days off schedule.
• Meal vouchers (Ticket Restaurant) of €8 for each day of work;
• For relocating employees : shared accommodation at our Staff Residence or apartment;
• Shuttle service to work for relocating employees without a car;
• Discounts and partnerships for health and personal care, training, travel, and entertainment.

Our recruitment process is structured as follows:

• Interview with the Hiring Manager
• Practical assessment, where required
• Check of references and qualifications
• Offer followed by an intent letter

Why Miramis?

• An authentic, feedback‑oriented environment where every contribution matters;
• Opportunities to learn from hospitality professionals;
• Clear objectives and Professional growth through training, mentoring, and coaching;
• Ice Breaking Days: onboarding dedicated to immersive experiences designed to foster personal growth;
• Craft Your Break: quality products offered during breaks;
• Storyteller Awards: recognition for those who embody the company values and are positively reviewed by our guests.

Being part of