Marriott International

Guest Experience & Reservation Specialist - Principessa Forte dei Marmi

Marriott International  •  Lucca, IT (Onsite)  •  13 hours ago
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Job Description

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.

Marriott International

About Marriott International

Marriott International, Inc. is based in Bethesda, Maryland, USA, and encompasses a portfolio of approximately 9,000 properties across more than 30 leading brands in 141 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. Please find more information about Marriott International’s job application process and approved email address domains here: http://www.careers.marriott.com/tips-for-applying/

Industry
Travel & Hospitality
Company Size
10,000+ employees
Headquarters
Bethesda, MD
Year Founded
Unknown
Website
marriott.com
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