Guest Experience Expert/Front Desk Agent
Pubblicato il 17-08-2026 - Robinwood Activity Centres in Italia
Casa Brera, a Luxury Collection Hotel belonging to Marriott International, is recruiting a Guest Experience Expert/Front Desk Agent. Reporting to the Front Desk Manager, this full‑time role covers front desk and guest services tasks.
Schedule: 5 days a week with 2 days off. Estimated starting date: end of August.
Responsibilities
Front Desk
- Organize, confirm and process guest check‑ins/check‑outs according to LQA and Marriott International standards.
- Secure payment, verify and adjust billing in Opera.
- Complete cashier and closing reports, including bank count each shift.
- Enroll guests in Bonvoy, Marriott International Loyalty Program.
- Liaise with Housekeeping, Engineering, Reservations and Revenue for smooth operations.
- Process and save daily contingency shift report.
- Engage guests about their stay, property services and local attractions.
- Anticipate guests’ service needs and inquire to better understand those needs.
- Run daily arrival/departure reports, identify special requests and verify report accuracy.
Guest Experience
- Create unique and memorable moments for guests using a variety of tools.
- Manage guest complaints following procedures with internal software.
- Handle phone calls within third ring, log in CRM and dispatch as needed (wake‑ups, housekeeping, maintenance).
- Manage and coordinate guest chats, close cases with Marriott tools.
- Provide guests with room and hotel information, directions, amenities and local interests via phone, email and internal channels.
- Escort guests to their room and provide orientation.
- Contact guests prior to arrival to assist with itineraries, restaurants, promotions, room packages and special requests.
- Accept and record wake‑up calls, room service orders etc.
- Coordinate room service requests and take food/beverage orders for guests dining in room.
- Communicate emergencies, lost items or theft to security staff or authorities.
- Maintain contingency lists for emergencies and convey necessary mess