Fo Agent

Discover a boundless path at Meliá, where opportunities for growth and development are endless. Immerse yourself in a journey that will take you to work in various countries and to be 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.

Be proud to belong to Meliá as we are proud of you 😉

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.

https://careers.melia.com/job/Milano-Front-Office-Agent-Appartenente-alle-Categorie-Protette-Meli%C3%A0-Hotels-International/1286338701/