Additional Information

Job Number:
Job Category: Rooms & Guest Services Operations
Location: Piazzetta M Bossi No 2, Milan, Milan, Italy, 20121
Schedule: Tempo pieno
Located Remotely?: N
Position Type: Non-Management
Pay Range: €25,316.20

Guest Experience Expert / Front Desk Agent

Reporting to Front Desk Manager, the role covers both front desk and guest services tasks. The position is full‑time, five days per week, with two days off. Estimated starting date end of August.

What You’ll 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, verify and adjust 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 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,



and log all calls in the internal CRM while acting 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 e‑mail and other internal communication channels.
- Escort guests to their room and offer orientation inside 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 requests, 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 them on arrival day.
- Respond to and handle guest problems and complaints to the guest’s satisfaction (first person problem resolution).




- Act as a liaison to coordinate the efforts of Housekeeping, Engineering, Front Office, and Laundry.

What You’ll 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.
- World‑class training and development programs tailored to enhancing your skills and helping you grow within the Marriott family.
- Work alongside experienced hospitality professionals.
- Discounted room nights, meals, and spa access in more than 9,000 hotels worldwide.
- Discounts for friends and family.
- 5 euros breakfast when staying at any of our European hotels.
- Performance and Recognition programs.
- Wellness and sustainability initiatives.

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.

#J-18808-Ljbffr

📌 Guest Experience Expert/Front Desk Agent - Casa Brera (Milano)
🏢 The Luxury Collection
📍 Milano