PCasa Brera, a Luxury Collection Hotel, Milan belonging to Marriott International, is currently recruiting a Guest Experience Supervisor/Front Office Supervisor to join our team. /ppReporting to Front Desk Manager, the role will cover both front desk and guest services supervisory tasks. /pul liThis is full-time position, 5 days a week with 2 days off. /li liThe starting date is estimated in February. /li /ulpstrongAbout us /strong /ppLocated 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. /ppFavored 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 /ppHere, 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 /ppstrongThe impact you’ll make /strong /ppOur 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. /ppNo 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. /ppstrongJoin a newly opened lifestyle luxury hotel /strong /ppWorking 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! /ppstrongWhat you’ll do /strong /ppFront Desk: /pul liActing as Duty Manager whenever department manager is not on shift and be responsible of the desk whenever you are on duty. /li liProcess 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. /li liEscort guests to their room and offer orientation inside of the Hotel property. /li liEnroll guests into Bonvoy, Marriott International Loyalty Program. /li liMonitor rooms assignment, pre-block rooms for all arrivals accordingly and communicate with Housekeeping and Engineering as needed. /li liReview special requests on reservations and coordinate with other related departments to anticipate and fulfill the guests’ needs. /li liReview and manage guestroom inventory for same-day sales to maximize yield and occupancy. /li liProcess and save daily contingency shift report. /li liEngage guests in conversation regarding their stay, property services, and area attractions/offerings. /li liAnticipate guests#39; service needs, including asking questions of guests to better understand their potential needs. /li liRun daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy. /li liComplete designated cashier and closing reports in the system. /li /ulpGuest Experience /pul liResponsible for ensuring authentic recognition of all guests, informing all departments of the guests#39; arrivals, special needs, requests, and personal preferences. /li liCollaborate with management to develop and carry-out ideas and procedures and set goals to continuously improve the guest satisfaction performance. /li liAssign and ensure work tasks of the department are completed on time and that they meet appropriate quality standards. /li liHandle 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. /li liManage and coordinate guest chats, create, monitor and close cases using the appropriate Marriott tool. /li liContact guests prior to arrival to assist with booking itineraries, restaurants, promotions and room packages, special requests and to prepare for effective recognition. /li liCoordinate and handle room service request, take food and beverage orders for guests who would like to dine and drink in their room. /li liAssign appropriate amenities to guests prior to arrival and deliver such amenities on arrival day. /li liRespond to and handles guest problems and complaints to the guest’s satisfaction. strongFirst person, problem resolution. /strongKeep track of negative cases and communicate guest issues with the team. /li liAct as a liaison to coordinate the efforts of Housekeeping, Engineering, Front Office, and Laundry. /li /ulpbr /General Tasks /pul liFollow Standard Operating Procedures and brand identity guidelines at all times. /li liFollow all company safety and security policies and procedures, report accidents, injuries, and unsafe work conditions to manager. /li liEnsure team compliance with quality assurance expectations and standards. /li liBe 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. /li liProvide your best service and make sure the guest leaves the hotel with a positive memory. Our aim is a 10/10! /li /ulpstrongWhat you’ll need: /strong /pul liA warm, people-oriented demeanor and a team-first attitude. /li liPositive outlook and outgoing personality. /li liFlexibility, problem-solving skills and multi-tasking ability. /li liGreat storytelling skills in English and at least intermediate Italian (both writing and speaking). /li liPrevious Front Office/Guest Services experience is a big plus. /li liIdeally, technical knowledge of GXP and Opera. /li /ulpstrongWhat we offer /strong /pul liA unique opportunity to be part of a luxury lifestyle hotel where we celebrate your unique talent. /li liPart 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. /li liWorld class training and development programs tailored to enhancing your skills and help you grow within the Marriott family. /li liWork alongside some amazing talent- award winning, experienced hospitality professionals /li liDiscounted room nights, meals, and spa access in more than 9,000 hotels worldwide-because your wellbeing means so much. /li liDiscounts for your friends and family /li li5euros breakfast when staying at any of our European hotels /li liPerformance and Recognition programs /li liWellness and sustainability initiatives /li /ulpstrongExplore our very big world /strong /ppAs 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. /ppstrongYou’re welcomed here /strong /ppOur 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. /ppiMarriott 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. /i /p pThe Luxury Collection Hotels Resorts, with over 120 properties in more than 35 countries, offers the promise of authentic experiences that evoke lasting, treasured memories. Our more than 100 years of experience, beginning in 1906 under the Italian CIGA brand – a collection of Europe#39;s most celebrated and iconic properties – serves as a solid foundation as we continuously evolve to exceed the desires of the luxury traveler. /p br /From legendary palaces and remote retreats to timeless modern classics, each luxury hotel and resort is a unique and cherished expression of its locale – a portal to the destination’s cultural charms and treasures. If you are someone with an appreciation for evocative storytelling, a keen interest and passion for this destination#39;s heritage, and a desire to deliver genuine, personalized, and anticipatory hospitality, then we invite you on our journey. In joining The Luxury Collection, you join a portfolio of brands with Marriott International. bBe /b where you can do your best work, bbegin /b your purpose, bbelong /b to an amazing global team, and bbecome /b the best version of you.