Front Office Agent Appartenente alle Categorie Protette - Melià Hotels International

Job description

MISSION: Responsible for the daily operations of the department, committed to achieving excellence in customer satisfaction. Works alongside the team to meet and exceed customer service expectations.

RESPONSIBILITIES:
* Personalize guest interactions by using their name during conversations.
* Maintain accurate guest profiles, ensuring compliance with data regulations.
* Stay informed about VIP arrivals and ensure a proper welcome.
* Handle front desk administrative tasks, including billing and credit card processing.
* Manage guest complaints with professionalism and empathy.
* Communicate important information to front desk management.
* Continuously improve skills and contribute to front desk best practices.
* Support the Revenue team by maximizing upselling and cross-selling.
* Ensure smooth and efficient check-in/check-out processes, including digital check-ins.
* Handle internal and external guest phone requests when necessary.
* Act as a hotel ambassador, upholding service standards at all times.
* Address guest inquiries and requests efficiently within an acceptable timeframe.

CUSTOMER EXPERIENCE:
* Comply with brand standards and operational guidelines.
* Personalize guest experiences by anticipating and exceeding expectations.
* Handle customer incidents and escalate unresolved issues.
* Support the hotel’s Sensory Architecture and promote its services, events, and experiences.

REQUIREMENTS:
* Education: University degree or vocational training in Tourism, Hospitality, or similar.
* Languages: Advanced English; a third language is a plus.
* Experience: At least 1 year in customer service.
* Skills: Hotel operations, check-in/out procedures, customer service, complaint handling, organization, and communication.

CONTRACT:
* Fixed-term contract.
* Level C2, CCNL Turismo AICA.

Desired profile

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About Meliá Hotels International

In Meliá siamo orgogliosi di essere una comunità di Very Inspiring People.

Il nostro team è composto da professionisti appassionati, impegnati a trasformare le esperienze quotidiane in momenti straordinari. Che tu sia all’inizio della tua carriera o un esperto con esperienza, ogni membro del team porta con sé talenti e prospettive uniche, che arricchiscono la nostra cultura vivace e stimolante.

Lavorare in Meliá non è solo un lavoro, è un’opportunità di crescita personale e professionale continua. Crediamo nella valorizzazione del potenziale e nel dare potere ai nostri collaboratori per costruire il loro futuro in un ambiente dinamico e solidale. Con un focus sull’innovazione, ti invitiamo a creare esperienze memorabili per i nostri ospiti, mentre intraprendi il tuo viaggio di scoperta e successo.