AFOM

Joining Meliá is embarking on a journey without borders because the opportunities for growth and development here are endless. It’s knowing that the world is yours and that you can work in many countries. And all with the feeling of being part of a big family.

 

It’s knowing you’ve embarked on one of the most exciting journeys of your life, a journey where inspiration will always be your companion. Are you ready to take charge of your career in an inspiring world? 😉🌟

 

Because belonging to the great Meliá family means being a VIP.

 

You will enjoy  My MeliáRewards  , the exclusive loyalty program for our employees with exclusive benefits and advantages. 

 

Plus, enjoy the My MeliáBenefits program  : flexible compensation, exclusive discounts on a variety of products and services, an active and healthy lifestyle, and charitable initiatives. Be as proud to be part of Meliá as we are of you 😉

Job Description:

 

Job Mission: To support the department head in the development and implementation of the departmental strategy established in the hotel, committing to achieving excellence in customer satisfaction and the optimization of economic and human resources under their responsibility 

 

What will you have to do?

 

OPERATIONS

 

• Ensure that all reception staff tasks are carried out as necessary to facilitate service

 

• Support the Front Office Manager in assigning specific tasks to team members as they arise.

 

• Ensure compliance with all reception policies and procedures.

 

• Ensure that all operations and cash handling are carried out according to policies and procedures.

 

• Maintain constant communication with the cleaning department.

 

• Maintaining information on prices, rates, special offers, packages, programs, etc., ensuring that all staff are trained in all areas.

 

• Analyze, investigate, and resolve guest complaints.

 

• Understanding and exceeding the expectations and needs of guests.

 

• Perform receptionist duties as needed to facilitate service.

 

• Ensure guests receive a quick and efficient check-in and check-out experience. Be knowledgeable about the digital check-in process to serve guests accordingly.

 

• Ensure that all customer inquiries or requests are handled politely and efficiently, within acceptable timeframes.

 

• To ensure that telephone requests from internal and external clients are handled optimally and efficiently, provided that the hotel does not have a centralized Guest Service Line service.

 

• Responsible for maintaining guest profiles to have an accurate source of information on each client’s needs and preferences.

 

• Support, maintain and enforce the hotel’s service standards.

 

• Ensure the cleanliness, availability and good working condition of the equipment and supplies.

 

• Support the pricing strategy established by the Revenue team. Maximize hotel sales and revenue by fostering a culture of upselling, promoting the property, services, etc.

 

ECONOMIC-FINANCIAL

 

• Know your department’s budget.

 

• Support the department head in preparing projections 

 

• He is aware of the financial results of his hotels and the financial results of his department, as well as the deviations vs budget/projection.

 

• Ensure compliance with the economic objectives established in the department and is aware of the economic objectives of its hotels, as well as their fulfillment.

 

• Support the department head in placing orders following the established procedure, as well as in the control of materials and services.

 

 

CUSTOMER EXPERIENCE

 

• Understand the Brand philosophy, ensuring optimal implementation of the standards, operating manuals, and identity guidelines that apply to your department 

 

• To ensure a positive customer experience and personalize their stay, anticipating their needs and exceeding their expectations. 

 

• Manage customer incidents, communicating the actions taken to the hotel’s Guest Experience Department.

 

• Understand and share the Voice of the Customer objectives with your team and ensure their fulfillment, supporting the creation and definition of improvement plans if necessary.

 

• Understand the established Sensory Architecture for your areas and ensure compliance.

 

• Be familiar with the hotel’s services and facilities, as well as the entertainment program, experiences, and events, ensuring that the team has all the information to promote them to customers.

 

 

What are we looking for? 

 

 

• At least 2 years of experience in a similar position

 

• Local language (depending on the establishment’s geographical location) and advanced English. A third language is a plus

 

• Knowledge of hotel operations.

 

• Knowledge of hotel management software programs.

 

• Advanced proficiency in the Microsoft Office suite.

 

• Skills to handle complaints and claims.

 

• Effective communication.

 

• Equipment management and supervision

 

• Service-oriented

 

• Organization and planning.

 

• Proactivity and innovation.

https://careers.melia.com/job/Menorca-ASSISTANT-FRONT-OFFICE-MANAGER-HOTEL-SOL-MILANOS-PINGUINOS/1286856001/