Guest Experience Expert Front Desk Agent
Junior / Apprendista

Descrizione della Posizione Lavorativa

Casa Brera, a Luxury Collection Hotel (Marriott International), is recruiting a Guest Experience Expert / Front Desk Agent. This is a full-time role (five days per week with two days off) with an estimated start at the end of August. The position reports to the Front Desk Manager and covers both front desk and guest services responsibilities.

Casa Brera is located near Teatro alla Scala and reflects the spirit of the Brera district. The property combines Milanese elegance and contemporary design by Patricia Urquiola, offering a refined guest experience with panoramic rooftop dining and a curated culinary program.

Key impact: Beyond routine check-in/check-out, the role focuses on creating distinctive, memorable stays. Guest Experience Experts proactively deliver services across the guest journey, address operational needs, manage requests, complete reports and share local highlights to make interactions part of the Casa Brera experience. Maintaining a safe workplace, following policies, protecting assets, and presenting a professional appearance are essential.

Front desk responsibilities

• Organize, confirm and process guest check-ins and check-outs according to LQA and Marriott International standards, adapting to changes when necessary.
• Secure payments, verify and correct billing in Opera as needed.
• Complete cashier and closing reports and count the bank at shift end securely.
• Enroll guests in Bonvoy, Marriott International’s loyalty program.
• Coordinate with Housekeeping, Engineering, Reservations and Revenue to ensure smooth operations.
• Prepare and preserve daily contingency shift reports and run daily operational reports (arrivals, departures), checking for special requests and accuracy.
• Engage guests about their stay, hotel services and local attractions; anticipate needs through proactive questioning.

Guest experience responsibilities

• Create unique and memorable moments for guests using available tools and materials.
• Manage guest complaints following procedures and internal systems to reach satisfactory resolutions.
• Handle internal and external phone calls, answering within the third ring; log calls in the CRM and dispatch requests (wake-up calls, housekeeping, maintenance).
• Manage guest chat interactions, creating, monitoring and closing cases with Marriott tools.
• Provide information about rooms, hotel facilities, directions and local points of interest via phone, email and internal channels.
• Escort guests to rooms and offer an on-property orientation.
• Contact guests prior to arrival to assist with itineraries, restaurant bookings, promotions, packages and special requests to enable recognition.
• Accept and record wake-up calls, requests and room service orders; coordinate and handle room service requests when guests dine in-room.
• Communicate any emergencies, lost items or theft to security and/or authorities and keep contingency lists for emergencies.
• Assign and deliver amenities prior to or on arrival day.
• Act as liaison to coordinate Housekeeping, Engineering, Front Office and Laundry efforts.

What we are looking for

• A warm, people-oriented demeanor and a team-first attitude.
• Positive outlook, outgoing personality, flexibility and strong multi-tasking and problem-solving skills.
• Excellent storytelling and communication in English and at least intermediate Italian (spoken and written).
• Previous Front Office / Guest Services experience is a significant advantage.
• Ideally, familiarity with GXP and Opera systems.

What we offer

• The chance to join a luxury lifestyle hotel and to celebrate your individual talents within a global brand.
• Part of Marriott International, with opportunities for internal and national promotion and extensive training and development programs.
• Work with experienced, award-winning hospitality professionals.
• Discounted room nights, meals and spa access across more than 9,000 hotels worldwide, plus discounts for friends and family.
• EUR 5 breakfast when staying at participating European hotels.
• Performance and recognition programs, wellness and sustainability initiatives.

As a world-class travel leader, Marriott International offers broad career options and a welcoming, inclusive culture. Marriott is an equal opportunity employer committed to a diverse workforce and inclusive environment.

Benefits

• Discounted stays, meals and spa access at thousands of hotels worldwide.
• Access to world-class training and development.
• Career progression opportunities within Marriott International.
• Performance recognition programs and wellness initiatives.

Requisiti

Warm, guest-oriented attitude; outgoing personality; flexibility and multitasking; excellent English and at least intermediate Italian (written and spoken); previous front office/guest services experience is a plus; knowledge of Opera/GXP is desirable.