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Guest experience agent - Casa Brera

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Marriott International

13d ago

  • Job
    Full-time
    Entry & Junior Level
  • Customer Relations
    Hospitality & Retail
  • Milan

AI generated summary

  • You should have a warm, team-oriented attitude, a positive personality, problem-solving skills, great storytelling in English and intermediate Italian, and experience in Front Office/Guest Services.
  • You will process guest check-ins/outs, manage billing, coordinate with departments, engage with guests, handle complaints, and provide information to ensure a seamless and memorable stay.

Requirements

  • - 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

Responsibilities

  • 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.
  • 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 guest’s satisfaction. First person, problem resolution.
  • Act as a liaison to coordinate the efforts of Housekeeping, Engineering, Front Office, and Laundry.

FAQs

Do we support remote work?

No, this position does not support remote work; it is an on-site role.

What are the working hours for the Guest Experience Agent position?

This is a full-time position, requiring 5 days of work per week with 2 days off.

What is the expected starting date for this position?

The estimated starting date for the Guest Experience Agent position is in September.

Is previous experience required for this role?

Previous Front Office or Guest Services experience is a plus, but it is not explicitly required.

What languages are required for this job?

Great storytelling skills in English and at least intermediate Italian (both writing and speaking) are required.

What kind of training does Marriott International offer for this position?

Marriott International offers world-class training and development programs tailored to enhancing your skills and helping you grow within the company.

Are there benefits associated with this position?

Yes, employees receive discounted room nights, meals, spa access, a 5 euro breakfast when staying at any of our European hotels, performance and recognition programs, as well as wellness and sustainability initiatives.

What are the primary responsibilities of the Guest Experience Agent?

The primary responsibilities include organizing guest check-ins and check-outs, managing guest requests and complaints, providing information about the hotel and local attractions, and collaborating with various internal departments for smooth operations.

Is there a specific emphasis on guest interactions for this role?

Yes, the role emphasizes creating unique and memorable moments for guests and engaging with them throughout their stay.

How does Marriott International promote career growth for its employees?

Marriott International offers national and international promotion opportunities, encouraging employees to explore various career options within the company.

Marriott International

Travel & Leisure
Industry
10,001+
Employees
1927
Founded Year

Mission & Purpose

Marriott International, Inc. is based in Bethesda, Maryland, USA, and encompasses a portfolio of nearly 8,300 properties under 30 leading brands spanning 138 countries and territories. Its heritage can be traced to a root beer stand opened in Washington, D.C., in 1927 by J. Willard and Alice S. Marriott. 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. Community Guidelines: We reserve the right to remove without any notice content that we determine in our sole discretion is offensive or illegal, contains personally identifiable information, trademarks or copyrights belonging to a third party, advertises a third party’s products or services, or is otherwise inappropriate. Application Tips: We encourage job seekers to protect themselves from email and recruiting scams. Please note: 1) We do not accept applications via email or fax; 2) We never ask for money as part of the application process; 3) We only contact job applicants from approved email domains.

Benefits

  • Travel Perks & Benefits

    We encourage you to explore the world around you, so we offer generous hotel and food discounts at thousands of our global properties. What a way to travel! We look after our associates, which is why we also have a comprehensive and competitive benefits program.

  • Recognition & Rewards

    Marriott recognizes success and commitment. We honor and encourage leadership and exceptional service. We also give bonuses for successful referrals and we reward long service. We believe hard work should be acknowledged.

  • Growth Opportunities

    Marriott believes in a career that flourishes with you. We also believe that wider experiences often provide a more enriching experience. We offer professional development, mentoring and training to help you get to where you want to go.