Guest Experience Expert / Front Desk Agent
Sede: Italia, Lombardia, Milan
Casa Brera, a Luxury Collection Hotel belonging to Marriott International, is recruiting a Guest Experience Expert / Front Desk Agent. The role reports to the Front Desk Manager and covers front‑desk, guest‑services, and operational tasks.
About the Role
This full‑time position (5 days a week with 2 days off) begins January 2026. Casa Brera is located near the iconic Teatro alla Scala and offers a blend of luxury, culture, and hospitality.
Responsibilities

Organize and process guest check‑ins, check‑outs, and payment in Opera.
Complete cashier, closing reports, and daily contingency shift reports.
Enroll guests into Bonvoy, Marriott International Loyalty Program.
Liaise with Housekeeping, Engineering, Reservations, and Revenue to ensure smooth operations.
Engage guests in conversation about their stay, property services, and local attractions.
Anticipate guests' service needs through proactive questions.
Handle internal and external phone calls, logging all calls in the internal CRM.
Coordinate 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 hotel information, directions, amenities, and local interests.
Escort guests to their room and offer orientation.
Accept and record wake‑up calls, requests, room service orders, and coordinate room service.
Communicate any emergency, lost item, or theft to the proper security staff or authorities.
Assign appropriate amenities to guests prior to arrival and deliver such amenities on arrival day.

Qualifications

Warm, people‑oriented demeanor and a team‑first attitude.
Positive outlook, 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.

Benefits

Part of Marriott International, the largest hospitality brand in the world.
World‑class training and development programs tailored to enhancing your skills.
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.

Equal Opportunity Employer
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.
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