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 interna

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