POSITION SUMMARY
We are looking for a Guest Experience & Reservations Specialist to deliver exceptional service throughout the guest journey, from the reservation stage through to departure. This role serves as a key point of contact for guests, ensuring a personalized and seamless experience while supporting reservation operations and maintaining the highest standards of hospitality.
Key Responsibilities
- Welcome and assist guests throughout their stay, ensuring a personalized, attentive, and memorable experience.
- Promote the hotel, Marriott services, and local experiences by providing recommendations, directions, and tailored information to guests.
- Handle guest requests and support the resolution of complaints or service-related issues, ensuring high levels of guest satisfaction.
- Support Front Office operations, including check-in and check-out procedures, and assist with the management of internal and external telephone communications.
- Liaise with all hotel departments to ensure a smooth and coordinated guest experience.
- Manage, monitor, and process individual reservations received through various distribution channels and market segments.
- Present company programs, services, and offerings to guests via telephone and other communication channels.
- Conduct market analysis, support yielding activities, and prepare customized quotations.
- Manage allotments and apply contractual conditions related to Corporate, FIT, and other business segments.
- Work closely with the Sales & Marketing, Front Office, Call Center, and Finance teams, as well as all departments involved in the reservation process, to ensure operational excellence and outstanding guest service.
- Contribute to maintaining brand standards through the effective management of guest requests and reservation activities.
Requirements
- Previous experience in Guest Experience, Front Office, Reservations, or similar roles within the hospitality industry.
- Excellent command of English and Italian, both written and spoken.
- Strong customer-service mindset and passion for hospitality.
- Excellent interpersonal and communication skills.
- Strong organizational skills with the ability to manage multiple priorities effectively.
- Proven problem-solving abilities and confidence in handling guest requests and complaints.
- Ability to work collaboratively across different departments in a fast-paced environment.
- Proficiency in Microsoft Office and hotel management/reservation systems.
- Flexible, detail-oriented, and committed to delivering exceptional guest experiences.
Marriott International is committed to set science-based emissions reduction targets to reduce our carbon footprint dramatically by 2030, resulting in the development of Marriott’s Climate Action Program (CAP), a comprehensive approach to reduce our carbon footprint and enable climate-smart growth and decision making. Our work to reduce Marriott’s global carbon, water, and waste footprints, among other sustainability efforts, is the foundation of Serve 360’s Sustain Responsible Operations coordinate.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today’s traveler a range of unique experiences suited to their individual sense of style and adventure. All Autograph Collection hotels look to attract The Individualist, the brand's target consumer. The Individualist is someone who uses travel as an opportunity to add to their personal narrative – in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest. In joining Autograph Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
