Guest Experience Agent - Casa Brera

Casa Brera a Luxury Collection Hotel belonging to Marriott International is currently recruiting Guest Experience Agent to join a team made of modern and authentic hospitality professionals in the newest luxury lifestyle hotel in Milan.

Reporting to Front Desk Manager the role will cover both front desk and guest services tasks.

• This is full-time position 5 days a week with 2 days off.
• The estimated start date is Mid June.

About us

Casa Brera is an unexpected gateway in the heart of Brera.

Reinterpreted by Studio Urquiola Casa Brera features 116 sophisticated guestrooms including 15 suites and the Milanese Suite. Hidden behind a rationalist faade you will find a world of international elegance transcending the traditional hotel experience. Our hotel promises cosmopolitan luxury authentic lifestyle and a timeless Milanese elegance.

A Culinary hub here flavors and sounds from different places seamlessly interlace. Odachi showcases authentic Japanese cuisine in a cosmopolitan setting while those looking for a truly Italian experience can indulge at our Italian Restaurant Scena. Living is a welcoming space for guests to socialize over aperitivo and Milanese light bites. By night the rooftops sky bar transforms into an unmissable destination with a pool and lounge areas providing the perfect spot to soak up the energy and skyline of the city.

Join Casa Brera the new place to be in Milan where an authentic and modern team crafts unique experiences that connect our guests with Milanese heritage in a welcoming and inclusive atmosphere.

The impact youll make

Our jobs arent just about giving guests a smooth check-in and check-out. Instead we want to build and experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs addressing guest requests completing reports or sharing the highlights of the local area they make transactions feel like part of the Casa Brera experience.

No matter what position you are in there are a few things that are critical to success creating a safe workplace following company policies and procedures maintaining confidentiality protecting company assets upholding quality standards and ensuring your uniform personal appearance and communications are professional. Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts to get it right for our guests and our business each and every time.

Join a newly opened lifestyle luxury hotel

Working in a newly opened luxury lifestyle hotel is an incredible opportunity to gain strong expertise in hospitality and a great exposure to Marriott International EMEA leaders. This can remarkably accelerate your career growth within the company and provide you the right tools to be involved in other openings at national and international level. It is indeed a challenging experience but surely a rewarding one!

What youll do

Front Desk:

• Organize confirm and process guest check-ins/ check-outs according to LQA and Marriott International standards and adapt for any changes.
• Secure payment verifying and adjusting billing as needed in Opera.
• Complete cashier and closing reports counting the bank at the end of each shift securely.
• Enroll guests into Bonvoy Marriott International Loyalty Program.
• Liaise with Housekeeping Engineering Reservations and Revenue to ensure smooth operations.
• Process and save daily contingency shift report.
• Engage guests in conversation regarding their stay property services and area attractions/offerings.
• Anticipate guests service needs including asking questions of guests to better understand their potential needs.
• Run daily reports (number of arrivals departures) identify any special requests and check reports for accuracy.

Guest Experience

• Create unique and memorable moments for our guests using a variety of tools and material.
• Manage guest complaints following procedures and using internal software.
• Handle all internal and external phone calls answering within the third ring guest and talent calls alike log all calls in the internal CRM and act as a dispatch to facilitate guest requests including wake up calls housekeeping and maintenance.
• Manage and coordinate guest chats create monitor and close cases using the appropriate Marriott tool.
• Provide guests with room and hotel information directions amenities and local interests over the phone by email and any other internal communication channels.
• Escort guests to their room and offer orientation inside of the Hotel property
• Contact guests prior to arrival to assist with booking itineraries restaurants promotions and room packages special requests and to prepare for effective recognition.
• Accept and record wake-up calls requests room service orders etc.
• Coordinate and handle room service request take food and beverage orders for guests who would like to dine and drink in their room.
• Communicate any emergency lost item or theft to proper security staff and/or authorities.
• Keep contingency lists in case of emergency and communicate any necessary messages.
• Assign appropriate amenities to guests prior to arrival and deliver such amenities on arrival day.
• Respond to and handles guest problems and complaints to the guests satisfaction. First person problem resolution.
• Act as a liaison to coordinate the efforts of Housekeeping Engineering Front Office and Laundry.

What youll need:

• A warm people-oriented demeanor and a team-first attitude
• Positive outlook and outgoing personality
• Flexibility problem-solving skills and multi-tasking ability
• Great storytelling skills in English and at least intermediate Italian (both writing and speaking)
• Previous Front Office/Guest Services experience is a big plus
• Ideally technical knowledge of GXP and Opera

What we offer

• A unique opportunity to be part of a luxury lifestyle hotel where we celebrate your unique talent.
• Part of Marriott International the largest hospitality brand in the world- this means national and internal promotion opportunities for the right candidates. The sky is your limit here.
• World class training and development programs tailored to enhancing your skills and help you grow within the Marriott family.
• Work alongside some amazing talent- award winning experienced hospitality professionals
• Discounted room nights meals and spa access in more than 9000 hotels worldwide-because your wellbeing means so much.
• Discounts for your friends and family
• 5euros breakfast when staying at any of our European hotels
• Performance and Recognition programs
• Wellness and sustainability initiatives

Explore our very big world

As a world-class leader in the travel industry theres no better place than Marriott International to make your mark. Joining us youll get to entertain and meet people from all over the world as you build your experience. Youll find a place where your personality and ideas are appreciated just as much as the work you do. And youll 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.

Youre welcomed here

Our highest priority is making you feel as welcome as our guests. We want you to know youre important to us and that youll make an impact in your role and for that youll 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.