Guest Experience Expert/Front Desk Agent - Casa Brera
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Casa Brera, a Luxury Collection Hotel belonging to Marriott International, is currently recruiting Guest Experience Expert/Front desk agent.
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Reporting to Front Desk Manager, the role will cover both front desk and guest services tasks.
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This is a full-time position, 5 days a week with 2 days off.
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The estimated starting date is March ****.
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The impact you'll make
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Our jobs aren't just about giving guests a smooth check-in and check-out.
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Instead, we want to build and experience that is memorable and unique.
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Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay, empower them to move about their space, and make transactions feel like part of the Casa Brera experience.
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Success requires creating a safe workplace, following company policies, maintaining confidentiality, protecting assets, upholding quality standards, and ensuring a professional appearance and communication.
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Doing all these tasks well, along with other reasonable duties, is critical for Guest Experience Experts.
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Responsibilities
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Front Desk
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Organize, confirm and process guest check-ins/check-outs according to LQA and Marriott International standards.
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Secure payment, verify and adjust billing as needed in Opera.
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Complete cashier and closing reports, counting the bank securely at the end of each shift.
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Enroll guests into Bonvoy, Marriott International Loyalty Program.
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Liaise with Housekeeping, Engineering, Reservations and Revenue to ensure smooth operations.
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Process and save daily contingency shift report.
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Engage guests in conversation regarding their stay, property services and area attractions.
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Anticipate guest service needs, including asking questions to better understand potential needs.
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Run daily reports (arrivals, departures), identify special requests and verify accuracy.
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Guest Experience
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Create unique and memorable moments for guests using a variety of tools and materials.
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Manage guest complaints following procedures and using internal software.
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Handle all internal and external phone calls, answer within the third ring, log calls in the internal CRM and act as a dispatch to facilitate requests.
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Manage and coordinate guest chats, create, monitor and close cases using the appropriate Marriott tool.
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Provide guests with room and hotel information, directions, amenities and local interests over the phone, by email and other internal communication channels.
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Escort guests to their room and offer orientation inside the hotel property.
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Contact guests prior to arrival to assist with itineraries, restaurants, promotions and room packages.
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Accept and record wake-up calls, requests, room service orders, etc.
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Coordinate room service requests, take food and beverage orders for guests who wish to dine and drink in their room.
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Communicate emergencies, lost items or theft to proper security staff and/or authorities.
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Keep contingency lists for emergencies and communicate necessary messages.
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Assign appropriate amenities to guests prior to arrival and deliver them on arrival day.
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Respond to and resolve guest problems and complaints to the guest's satisfaction.
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Act as a liaison to coordinate the efforts of Housekeeping, Engineering, Front Office and Laundry.
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Qualifications A warm, people-oriented demeanor and a team-first attitude.
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Positive outlook and outgoing personality.
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Flexibility, problem-solving skills and multi-tasking ability.
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Great storytelling skills in English and at least intermediate Italian (both writing and speaking).
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Previous Front Office/Guest Services experience is a big plus.
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Ideally, technical knowledge of GXP and Opera.
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Ability to work a full-time schedule, 5 days a week, with 2 days off.
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Benefits
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Unique opportunity to work at a luxury lifestyle hotel.
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Part of Marriott International, offering national and internal promotion opportunities.
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World-class training and development programs tailored to enhancing your skills.
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Work alongside experienced hospitality professionals.
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Discounted room nights, meals and spa access in more than 9,000 hotels worldwide.
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Discounts for friends and family.
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5 euros breakfast when staying at any of our European hotels.
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Performance and recognition programs.
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Wellness and sustainability initiatives.
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Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
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Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.