Casa Brera, a Luxury Collection Hotel, Milan belonging to Marriott International, is currently recruiting a Front Desk Manager.
Assists the Front of the House Director in administering front office functions and supervising employees on a daily basis. Front desk areas include Guest experience and Front Desk departments. Position directs and works with managers and employees to carry out procedures ensuring an efficient arrival and departure of our guests. Ensures guests and employees satisfaction are maximizes and the financial performance of the department.
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 atmosphere.
CORE WORK ACTIVITIES
Maintaining Guest Experience and Front Desk Goals
1. Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
2. Develops specific goals and plans to prioritize, organize, and accomplish your work.
3. Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
4. Supervises staffing levels to ensure that guest experience, operational needs and financial objectives are met.
5. Ensures that regular on-going communication is happening with employees to create awareness of business objectives and
communicate expectations, recognizes performance, and produces desired results.
6. Understands the impact of department’s operations on the overall property financial goals and objectives and manages to
achieve or exceed goals.
Supporting Management of Front Desk and Guest Experience Teams
7. Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
8. Encourages and building mutual trust, respect, and cooperation among team members.
9. Serving as a role model to demonstrate appropriate behaviors.
10. Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to
perform duties in employees' absence.
11. Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
12. Supervises all areas of the Front Office in the absence of the Director of Front of the House.
Ensuring Exceptional Customer Service
13. Provides services that are above and beyond for customer satisfaction and retention.
14. Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback,
and individual coaching when needed.
15. Responds to and handles guest problems and complaints.
16. Sets a positive example for the team members
17. Empowers employees to provide excellent customer service.
18. Observes service behaviors of employees and provides feedback to individuals.
19. Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
20. Ensures employees understand customer service expectations and parameters.
21. Interacts with guests to obtain feedback on product quality and service levels.
22. Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
Managing Projects and Policies
23. Implements the customer recognition/service program, communicating and ensuring the process.
24. Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
25. Supervises same day selling procedures to maximize room revenue and control property occupancy.
26. Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.
27. Ensures property policies are administered fairly and consistently; disciplinary procedures and documentation are
completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
Supporting Human Resource Activities
28. Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their
knowledge or skills.
29. Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and
address employee problems or concerns.
30. Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
31. Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
32. Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully
perform their job.
33. Participates in employee progressive discipline procedures.
Additional Responsibilities
34. Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
35. Analyzes information and evaluating results to choose the best solution and solve problems.
36. Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
37. Performs all duties at the Front Desk as necessary.
38. Runs Front Desk shifts whenever necessary.
39. Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk and Guest Experience goals to produce desired results.
40. Be part of the Manager on Duty program at the property.
MANAGEMENT COMPETENCIES
Leadership
41. Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.
42. Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
43. Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.
44. Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
Managing Execution
45. Building and Contributing to Teams - Actively participates as a member of a team to move the team toward the completion of goals.
46. Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
47. Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.
Building Relationships
48. Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
49. Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
50. Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
Generating Talent and Organizational Capability
51. Organizational Capability - Evaluates and adapts the structure of own assignments and suggests improvements to work processes to best fit the needs and/or support the goals of an organizational unit.
52. Talent Management - Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
Learning and Applying Professional Expertise
53. Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
54. Business Acumen - Understands and utilizes business information to manage everyday operations.
55. Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct. Guest Services - Knowledge of procedures for wake-up services, safe deposit boxes, room and property amenities, property-specific programs (., kids programs), guest rewards programs, and local attractions. Front Desk - Knowledge of procedures and policies for check-in/check-out; pre-arrival planning; Marriott Rewards Program; Corporate-sponsored programs; Property based systems (., MGS, MARSHA, PMS, Fidelio Opera, FOSSE, Call Accounting, Voicemail, Movies, Key); vendors, products, services, and merchandise; front desk supply management; room inventory management. Problem Resolution- Ability to record, track and resolve guest problems via property software (. Guestware, FOSSE, handle emergencies, and effectively deal with customer issues and complaints.
56. Basic Competencies - Fundamental competencies required for accomplishing basic work activities. Basic Computer Skills - Uses basic computer hardware and software (., personal computers, word processing software, Internet browsers,. Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues. Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences. Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents. Writing - Communicates effectively in writing as appropriate for the needs of the audience.
LEADERSHIP COMPETENCIES
Create Belonging
57. Monitors partner/ customer satisfaction; anticipates and responds to feedback.
58. Uses effective communication strategies to build and maintain relationships.
59. Seeks out differences in perspective and creates a friendly and welcoming environment.
60. Maintains awareness of evolving partner/ customer and associate needs.
Develop Others
61. Models and coaches team on scope of decision‐making authority and ensures clear leadership
accountabilities are in place.
62. Reinforces an environment that supports feedback and ongoing development by communicating and
modeling clear performance standards.
63. Brings together the appropriate mix of associate knowledge and skills by leveraging professional networks
to attract top talent, supporting recruitment and on-boarding efforts, and coaching others on effective hiring decisions.
64. Promotes inclusion and engagement; identifies and reports concerns related to equity and fair treatment,
giving all associates the opportunity to achieve their full potential.
Lead Change
65. Models courage, flexibility, and optimism when managing multiple demands or changing priorities, communicates need for change, how it impacts work, provides resources and coaching, and adjusts team priorities as needed.
66. Determines how change impacts stakeholders and communicates concerns to leadership.
67. Makes complex decisions by collaborating with others, seeking and sharing information with others, identifying and evaluating alternatives, and involving and gaining support from key stakeholders.
Learn & Excel
68. Sets career goals and identifies development areas for self and others; uses resources and challenging assignments to help achieve goals and develop self and others.
69. Gathers, shares, and uses information about industry and discipline trends, competitors, and best practices.
70. Maintains advanced technical knowledge and skills to model and coach others on completing complex technical assignments, solves advanced technical issues, and identifies and communicates innovative technical approaches for improving processes or business functioning.
Deliver Results
71. Creates an environment that encourages accountability, high standards, innovation, and has clear performance expectations.
72. Sets and tracks goal progress for self and others, communicates key milestones and deadlines, breaks down barriers to accomplishing work and goals, and ensures timely completion of work.
73. Manages team workload by delegating assignments appropriately, prioritizing group activities based on importance, urgency, and impact to goals, as well as ensuring team members have the equipment, materials, and other resources needed to accomplish their work.
What are we looking for:
74. High school diploma or GED; 2 years’ experience in a management position in guest services, front desk, or related professional area OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 2 years’ experience as a manager in guest services, front desk, or related professional area.
75. Knowledge of luxury and lifestyle hospitality standards and operating procedures
76. Ideally, knowledge of Opera
77. Fluent Italian and English languages, any other language would be a plus
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.