Concierge

Vacation Concierge

Melia Orlando Celebration Hotel

Celebration, Florida

REPORTS TO: GUEST EXPERIENCE MANAGER

DEPARTMENT: GUEST EXPERIENCE

 “The world is yours with Meliá”

Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family.

It means knowing that you have started one of the most exciting journeys of your life, a journey in which inspiration will always accompany you. Do you dare to be the owner of your professional career in an inspiring world?

In a company as large as your world, all that is missing is YOU.

MISSION: The Guest Concierge Agent complies with the daily operations of the department, attending all customer requests and committing to achieve excellence in customer satisfaction.

OPERATIONS:

• Comply with the customer service strategy, efficiently managing all guest requests and commiting to achieve total guest satisfaction.
• Ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations.
• Inform and offer customer serviceand products according to their preferences, both in the hotel and in the destination, applying upselling and cross-selling techniques to optinese the hotel’s extra revenues.
• Manage customer incidents, following the established protocols.
• Comply with the attributes, standards and manuals applicable to their department.
• Efficiently use the different customer experience managment tools. Be aware of the Voice of the Customer results, complying with the defined improvement plans.
• Comply with the Sensory Architecture defined for their area.
• Verify material orders following the set product gudelines, for better optimisation of economic resources
• Assist guests and visitors to carrying, loading and unloading their luggage’s.

HEALTH & SAFETY//HEALTHY WORKPLACE

• Be knowledgeable of the hotel’s evacuation plan.
• Be knowledgeable of the personal protective equipment and use it correctly.
• Be knowledgeable of the methods, work procedures and risks inherent to their activity.
• Assume the responsibilities in the Occupational Health and Sajety Mangement System Manual.

BENEFITS & PERKS

• Competitive Compensation: Pay rates that meet or exceed area standards.
• Work/Life Balance: Holiday Pay
• Worldwide Hotel Booking Discounts: Amazing discounts to everyone who is part of the company, including our family or friends.

MINIMUM REQUIREMENTS

• Front Desk/Guest Service Agent experience at a hotel/resort preferred.
• Flexible schedule is required; must be available to work various shifts including mornings, evenings, weekends and/or holidays.
• Must be able to read, write and speak English. Other languages preferred.
• Ability to understand guest’s service needs.
• Ability to be well organized, mantain concentration and think clearly when multi-tasking and providing service to multiple guests and/or clients within any given period of time.
• Ability to focus on details.
• Ability to work cohesively with co-workers as part of a tiem.

(I understand that this is not an exhaustive description of my duties & this document if constantly changing & being updated)

Only candidates with authorization to work in the U.S.A. will be considered. At this time, no monetary relocation assistance is available.

https://careers.melia.com/job/Florida-Vacation-Concierge-Melia-Orlando-Hotel/1268766901/