Guest Experience Expert Front Desk Agent
Junior / Apprendista

Descrizione della Posizione Lavorativa

Position overview

Casa Brera, a Luxury Collection Hotel (Marriott International) is looking for a Guest Experience Expert / Front Desk Agent. The role reports to the Front Desk Manager and combines front desk duties with guest services responsibilities. This is a full‑time role (5 days a week, 2 days off) with an estimated start at the end of August.

About the hotel

Located close to Teatro alla Scala, Casa Brera is an interpretation of Milanese elegance and the spirit of the Brera neighbourhood. Designed by Patricia Urquiola, the property will feature sophisticated rooms and suites, distinctive dining outlets including a rooftop bar and pool, and a warm, modern team dedicated to crafting authentic guest experiences that celebrate Milanese culture.

Your impact

As a Guest Experience Expert you will do more than manage routine check‑ins and check‑outs: you will help create memorable, personalised stays. You will be empowered to proactively resolve operational needs, respond to guest requests, prepare reports and share local recommendations so that every interaction contributes to the Casa Brera experience. Maintaining a safe workplace, following policies, protecting assets and presenting a professional uniform and appearance are essential.

Front desk responsibilities

• Organise, confirm and process guest check‑ins and check‑outs in line with LQA and Marriott standards, adapting to changes as required.
• Secure payments and verify/adjust billing using Opera.
• Complete cashier and closing reports and securely count the bank at shift end.
• Enroll guests into Bonvoy (Marriott International loyalty program).
• Coordinate with Housekeeping, Engineering, Reservations and Revenue to ensure smooth operations.
• Prepare and preserve the daily contingency/shift report.
• Engage guests about their stay, hotel services and local attractions; anticipate needs by asking relevant questions.
• Run daily arrival/departure reports, note special requests and check report accuracy.

Guest experience responsibilities

• Create unique, memorable moments for guests using available tools and materials.
• Manage guest complaints according to procedures and internal systems.
• Answer internal and external phone calls within three rings, log calls in the internal CRM and dispatch requests (wake‑ups, housekeeping, maintenance).
• Manage and coordinate guest chats, creating, monitoring and closing cases with the appropriate Marriott tools.
• Provide room, hotel and local information via phone, email and other channels; escort guests to rooms and offer property orientation.
• Contact guests before arrival to assist with itineraries, restaurant bookings, promotions, packages and special requests for effective recognition.
• Accept and record wake‑up calls, requests and room service orders; coordinate room service and F&B orders for in‑room dining.
• Report emergencies, lost items or theft to security and/or authorities and maintain contingency lists for emergencies.
• Assign and deliver pre‑arrival amenities and handle guest problems to the guest’s satisfaction.
• Act as liaison among Housekeeping, Engineering, Front Office and Laundry.

What we are looking for

• A warm, people‑oriented approach and a team‑first attitude.
• Positive, outgoing personality, flexibility and strong multi‑tasking/problem‑solving skills.
• Excellent storytelling and communication skills in English and at least intermediate Italian (written and spoken).
• Previous Front Office or Guest Services experience is a strong plus.
• Ideally, technical experience with GXP and Opera and solid cash‑handling familiarity.

Employee benefits

• Opportunity to join a luxury lifestyle hotel celebrating individual talent.
• Being part of Marriott International with internal and national promotion opportunities.
• World‑class training and development programmes.
• Work with experienced, award‑winning hospitality professionals.
• Discounted room nights, meals and spa access across 9,000+ hotels worldwide, plus discounts for friends and family.
• €5 breakfast when staying at any of our European hotels.
• Performance and recognition programmes, wellness and sustainability initiatives.

Requisiti

Warm, people‑oriented attitude; team player; positive and outgoing; flexibility and strong multi‑tasking/problem‑solving skills; excellent English and at least intermediate Italian (written and spoken). Previous front office/guest services experience is a strong plus; knowledge of GXP and Opera is desirable.