Additional Information\nJob Number\n26032025
\n
Job Category\nRooms & Guest Services Operations
\n
Location\nCasa Brera a Luxury Collection Hotel Milan, Piazzetta M Bossi No 2, Milan, Milan, Italy, 20121VIEW ON MAP
\n
Schedule\nFull Time
\nLocated Remotely?\nN\n
Position Type\nManagement
\nCasa Brera, a Luxury Collection Hotel, Milan belonging to Marriott International, is currently recruiting a\nFront Desk Manager.\n
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.
\n
About Us\nLocated 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.
\n
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
\n
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.
\n
CORE WORK ACTIVITIES
\nMaintaining Guest Experience And Front Desk Goals\n
\n
- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
\n
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
\n
- Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
\n
- Supervises staffing levels to ensure that guest experience, operational needs and financial objectives are met.
\n
- 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.
\n
- Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
\n
\nSupporting Management Of Front Desk And Guest Experience Teams\n
\n
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
\n
- Encourages and building mutual trust, respect, and cooperation among team members.
\n
- Serving as a role model to demonstrate appropriate behaviors.
\n
- Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
\n
- Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
\n
- Supervises all areas of the Front Office in the absence of the Director of Front of the House.
\n
\nEnsuring Exceptional Customer Service\n\n
- Provides services that are above and beyond for customer satisfaction and retention.
\n
- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
\n
- Responds to and handles guest problems and complaints.
\n
- Sets a positive example for the team members
\n
- Empowers employees to provide excellent customer service.
\n
- Observes service behaviors of employees and provides feedback to individuals.
\n
- Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
\n
- Ensures employees understand customer service expectations and parameters.
\n
- Interacts with guests to obtain feedback on product quality and service levels.
\n
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
\n
\nManaging Projects and Policies\n
\n
- Implements the customer recogni