ph3JOB SUMMARY /h3pAt Russotti Gestione Hotels Spa we are seeking a professional Guest Experience Manager to join our Milan Marriott Hotel team.
Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided.
Represents property management in resolving any guest related situation.
Manages the flow of questions and supervise the hotel lobby and other public areas, particularly at busy times.
/ppServes as Guest Experience Manager, interpreting the concept of hotel hospitality, with reference to the Marriott philosophy.
Collaborate daily with various departments as a liaison to ensure welcoming and assistance and to facilitate the flow of information between strategic and operational departments.
/ph3CANDIDATE PROFILE /h3ulliHigh school diploma or GED; 4-5 years experience in the guest services, front desk, or related professional area.
/lili2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; /li /ulh3CORE WORK ACTIVITIES /h3h3Leading Guest Services Teams /h3ulliUtilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision-making; demonstrates honesty/integrity; leads by example.
/liliCelebrates successes and publicly recognizes the contributions of team members.
/liliEncourage and builds mutual trust, collaborative relationships, respect and cooperation among team members.
/liliSupervises and manages employees.
Manages all day-to-day operations.
Understands employee positions well enough to perform duties in employees' absence.
/liliServes as a role model to demonstrate appropriate behaviours.
/liliWork closely with the Training Development Specialist to develop and execute training programs for the guest services team, focusing on enhancing their skills in providing exceptional customer service.
/li /ulh3Maintaining Guest Services and Front Desk Goals /h3ulliWelcoming and bidding farewell to Marriott Rewards Gold, Platinum, Platinum Premiere, and VIP customers, in collaboration with other departments.
/liliAssisting customers with their specific requests, such as information, reservations both within the hotel and outside, and handling complaints.
/liliHandling any complaints.
/liliSupervising the Executive Lounge and other common areas in terms of adhering to standards and engaging in conversations with guests.
/liliMini gift program for congress organizers/VIP guests.
/liliDedicated check-out: farewells, collecting feedback on the stay, thanking guests for choosing Marriott.
/liliChecking guests arriving on the day, assignment and monitoring in advance the VIP List arrivals.
/liliUpdating customer profiles in Opera with comments, feedback, and complaints, for reference in case of repeated guests.
/liliMonitoring and responding to guests, comments on GSS (Guest Satisfaction Survey), and other reputation channels.




/liliGranting any necessary compensation and refunds.
/liliDeveloping Customer Service procedures and standards for the department, develops specific goals and plans to prioritize, organize and accomplish your work.
/liliHanding over responsibilities to the MOD (Manager on Duty) of the day for guests requiring special attention, specific requests, or expected feedback from customers, including complaints.
/liliPlanning activities for guests and coordinating all promotional activities targeting customers.
/liliOrganizing weekly GSS meetings with other managers to share GSS comments from the previous week and implement solutions for possible improvements.
/liliConducting semi-annual Self Audits with the support of management.
/liliEnsuring documented periodic training (semi-annual/annual) on specific departmental BSA (Brand Standard Audit), through the development of a targeted and scheduled action plan.
/liliProviding daily updates and monthly reports, including a monthly analytical report, containing customer feedback compared to GSS results and others guest experience KPIs, to be delivered to the Management at the end of each month.
/liliCollaborate with the marketing department to design and distribute guest satisfaction surveys, analyze results, and implement improvements based on feedback.
/liliHandles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
/liliMaintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
/liliComprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management areas of department.
/liliIntervenes in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee well-being is preserved.
/li /ulh3Ensuring Exceptional Customer Service /h3ulliProvides services that are above and beyond for customer satisfaction and retention.
/liliEncourage innovation and creative thinking among the guest services team to continuously enhance the guest experience.
/liliServes as a leader in displaying outstanding hospitality skills and strives to improve service performance.
/liliParticipates in the development and implementation of corrective action plans to improve guest satisfaction.
/liliProvides immediate assistance to guest as requested, respond to and handles guest problems and complants.




/liliEnsures employees understand customer service expectations and parameters.
/liliImprove service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
/liliManages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers daily.
/liliSets a positive example for guest relations and set a positive example for guest relations.
/liliObserves service behaviours of employees and provides feedback to individuals.
/li /ulh3Implementing Projects and Policies /h3ulliImplements the customer recognition/service program, communicating and ensuring the process.
/liliImplement and promote sustainable practices within the department, such as energy conservation, waste reduction, and eco-friendly guest services.
/liliManages payroll administration.
/liliEnsures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process.
/li /ulh3Conducting Human Resource Activities /h3ulliIdentifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
/liliProvide guidance and direction to subordinates, including setting performance standards and monitoring performance.
/liliParticipates in the employee performance appraisal process, providing feedback as needed and solicits employee feedback utilizing an "open door" policy.
/liliUses all available on the job training tools for employees.
/liliSupervises on-going training initiatives and conducts training when appropriate.
/li /ulh3Additional Responsibilities /h3ulliProvides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
/liliAnalyses information and evaluating results to choose the best solution and solve problems.
/liliInforms and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
/liliMaintains high visibility in public areas during peak times.
Ensure that the hotel's public spaces consistently reflect the desired and adherence to brand standards.
/liliWork closely with the Security Manager to ensure the safety and security of guests and staff.
Understand and can implement all emergency plans including accident, death, elevator, thefts, vicious crime, bombs, fire, etc.
/liliPerforms Front Desk duties in high demand times.
/li /ulh3OUR OFFERS /h3ulliDirect employment with the company under permanent contract in accordance with the Federturismo AICA National Collective Labor Agreement (CCNL).
/liliPossibility to use the on-site parking, with a discounted rate.
/liliEnrollment in the Marriott Bonvoy loyalty program, including discounts and special rates.
/li /ul /p #J-*****-Ljbffr

📌 Guest Experience Manager - Milan Marriott Hotel (Milano)
🏢 Russottigestionihotels
📍 Milano