FO Agent

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.

What will your mission be?

Fulfill the department’s daily operations, committing to achieving excellence in customer satisfaction. Work collaboratively with the team to meet and exceed customer service expectations.

What will you have to do?

• 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.
• Efficiently manage all administrative tasks at the reception desk, ensuring the accuracy of guest accounts and the correct billing/collection of guest credit cards, following local regulations regarding collection limits.
• Handle all customer complaints in a professional, personal, and empathetic manner.
• Ensure that all relevant information is promptly communicated to the reception management team.
• 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.
• Ensure that all relevant information is communicated immediately to the reception management team.
• 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.
• Understand the Brand’s philosophy and comply with 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.
• Address customer issues, communicating the actions taken to your supervisor. Escalate the issue to your supervisor if you are unable to provide a solution.
• Understand the Voice of the Customer objectives and take the necessary actions to achieve them.
• Support your manager with the Sensory Architecture established for your areas.
• To know and promote the hotel’s services and facilities, as well as the entertainment program, experiences and events.

What are we looking for?

• Minimum experience required: 1-3 years in similar or related positions
• Strong customer focus and teamwork 
• A high level of English is essential, and a second language is valued.
• Proactive, dynamic person with a strong service orientation
• Availability to work weekends and holidays.
• Shift focused on working afternoons and evenings.

https://careers.melia.com/job/Barcelona-Front-Office-Agent-INNSIDE-by-Meli%C3%A1-Barcelona-Aeropuerto/1291916201/