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Marriott Bonvoy Logo Marriott Bonvoy · Hospitality and Tourism

Guest Experience & Reservation Specialist - Principessa Forte dei Marmi

Italy, Forte dei Marmi Employment contract 23890.00 - 26000.00 EUR / Year · Job Posted July 13, 2026
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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.

Job Responsibility

  • 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.
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