• Job Description

  Req#: 25087211

  W Florence is casting for a Guest Services Agent, in W Hotels a Whatever/Whenever Agent!

  Reporting to the Guest Relations Manager and coordinated by the W/W Supervisor, the Whatever/Whenever Agents are responsible for ensuring an authentic W experience to each and every guest by following our service promise “Whatever you want, whenever you want”.

  We are on the hunt of extraordinary passionate hospitality Talents who will be ready to join us as soon as possible.

  About us

  Florence is known as a city of visionaries, a place where bold ideas take shape, where history and innovation collide. W Florence reimagines this spirit, blending heritage with edge, tradition with rebellion, and past with progress. More than a hotel, we are a cultural crossroads, a dynamic hub where global influences ignite local traditions, sparking connection and discovery.
  Set at the gateway to Florence’s icons, our striking design and layered spaces invite exploration. Bold architecture, hidden corners, and unexpected details reveal a city reborn, a playground for those who crave the extraordinary. Every space is alive with energy, designed to inspire and surprise.

  This isn’t just a place to stay. It’s a new way to experience Florence.
  Break the mold. Wonder Forward

  What we offer

  Join the dream team of the first W Hotel in Italy
  Professional career progression at international level in Marriott International
  Learning and development opportunities
  Uniform

  
  What you’ll do

  Handle all internal and external phone calls, guest and Talent calls alike, log all calls in Empower/GXP, and act as a dispatch to facilitate guest requests, including wake up calls, in room dining, housekeeping and maintenance,
  Contact guests prior to arrival to assist with booking itineraries, restaurants, promotions and room packages
  Execute availability check, reservations, room moves, profile information, special requests and Marriott Bonvoy information
  Maintain accuracy of guest profiles in GXP
  Assign appropriate amenities to guests prior to arrival and deliver such amenities on arrival day.
  Be creative in personalizing rooms decorations according to special occasion.
  Communicate VIP arrivals to designated personnel for escort and delivery of amenities
  Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers.
  Gather, summarize, and provide local area knowledge to inform guests about the property and the surrounding area amenities, including special events and local activities.
  Serve welcome beverages if needed and provide escort to guest room or another desired area of the hotel after their check-in at the Front Desk.
  Act as a liaison to coordinate the efforts of Housekeeping, Engineering, Front Office, and Laundry.
  At occasions may assists in processing guest check-ins, check-outs, room assignments, and room change/late check-out requests. Coordinate with Housekeeping to track room status and guest concerns.
  

  What we’re looking for

  Great storytelling skills in English and at least intermediate Italian (both writing and speaking)
  Previous Front Office experience of at least one year
  Guest relations work experience and PMS, GXP knowledge are required
  Creativity, presentation skills, positive demeanor
  A warm, people-oriented demeanor and a team-first attitude
  Positive outlook and outgoing personality
  Flexibility, problem-solving skills and multi-tasking ability
  Stress tolerance, integrity and dependability
  The ability to stand, sit or walk for extended periods of time across a work shift
  

  Explore our very big world

  As a world-class leader in the travel industry, there’s no better place than Marriott International to make your mark. Joining us, you’ll get to entertain and meet people from all over the world as you build your experience. You’ll find a place where your personality and ideas are appreciated just as much as the work you do. And you’ll grow through opportunities to explore the business, opening yourself to various career options. If you have the natural ability to communicate and enjoy working with others, we welcome you to join our global family.

  You’re welcomed here

  Our highest priority is making you feel as welcome as our guests. We want you to know you’re important to us and that you’ll make an impact in your role, and for that, you’ll be appreciated and valued.

  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.

  W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W Hotels, 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.

• About the company

Notice