Concierge

Discover a limitless path at Meliá, where opportunities for growth and development are endless. Immerse yourself in a journey that will take you to work in several countries and become part of our extensive global family.

Discover some of the benefits we offer:

• My MeliáRewards:  Participate in our exclusive loyalty program, enjoying unique benefits and advantages. 

• My MeliáBenefits:  Take advantage of flexible compensation and exclusive discounts on a wide variety of products and services, promoting an active and healthy lifestyle.

At Palacio de los Duques Gran Meliá , a benchmark in luxury hotels in the heart of Madrid and a member of the prestigious The Leading Hotels of the World collection , we are looking for a Concierge with Golden Keys accreditation who is passionate about excellence, personalized service and creating memorable experiences for our guests.

If you understand luxury as the ability to anticipate each client’s needs, turn desires into reality, and offer exquisite service in every interaction, we want to meet you.

You will be our guests’ first and last impression, guaranteeing a warm, elegant, and personalized welcome. As a Keys d’Or professional , you will act as an ambassador for the destination and the hotel, offering exclusive recommendations, managing special requests, and creating unique experiences that exceed the expectations of our most discerning guests.

Job mission

• Personalize each interaction with a guest by using their name during conversations. 
• Responsible for maintaining guest profiles to have an accurate source of information on each client’s needs and preferences, respecting local regulations regarding mandatory data. 
• Be aware of any VIPs arriving or visiting different areas of the hotel. Ensure they are received and escorted to their destination.  
• Handle all customer complaints in a professional, personal, and empathetic manner.  
• Seek ways to continually improve personal knowledge and skills and be actively involved with leaders in creating best practices in the office. 
• Support the pricing strategy established by the Revenue team. Maximize hotel sales and revenue through upselling and cross-selling.  
• Ensure guests receive a quick and efficient check-in and check-out experience. If applicable, be familiar with the digital check-in process to serve guests accordingly.  
• To handle telephone requests from internal and/or external clients, provided that the hotel does not have a centralized Guest Service Line service.  
• Become a hotel ambassador at any time, representing the company. 
• Responsible for maintaining guest profiles to ensure an accurate source of information on each client’s needs and preferences. 
• Ability to work under supervision, be courteous and helpful to both colleagues and guests, have good communication skills, be enthusiastic and willing to learn. 
• Ability to understand and exceed the expectations and needs of guests. 
• Support, maintain and enforce the hotel’s service standards. 
• Ensure that all customer inquiries or requests are handled politely and efficiently, within an acceptable timeframe. 

Education and Training: 

• University degree or vocational training in Tourism, hotel management, or similar.

Languages: 

• Native Spanish speaker and advanced English. A third language is a plus.

Specific knowledge: 

• Knowledge of hotel operations.
• Knowledge of check-in and check-out procedures.
• Knowledge of the hotel management system.
• Knowledge of safety and emergency protocols.
• Skills in customer service and complaint handling.
• Effective communication.
• A vocation for service.
• Organization and planning.

Experience: 

•  Minimum of 1 year of experience in customer service.

What do we offer you?

• Be part of one of the most internationally recognized luxury brands.
• Work in an exclusive environment where excellence and hospitality are our essence.
• Professional development and growth opportunities within Meliá Hotels International.
• Continuing education and access to high-level learning experiences.
• Corporate benefits and special conditions for employees.

https://careers.melia.com/job/Madrid-Concierge-Palacio-de-los-Duques-Gran-Meli%C3%A1/1418183233/