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 be the top manager of the department at the hotel, ensuring compliance with the department’s operational objectives in accordance with company policies and standards, with the priority being to guarantee customer satisfaction
What will you have to do?
OPERATIONS
- Establish and supervise the responsibilities of the staff under your charge on different shifts, and ensure that staff work according to defined procedures. Effectively resolve any complaints/challenges
- Verify in the system the correct collection of the different rates according to the type of client, correctly applying the hotel billing and trying to maximize profitability.
- Create and publish all employee schedules. Ensure all shifts are covered as scheduled; fill in as needed.
- Ensure that guest check-in/check-out procedures are followed efficiently and resolve any problems immediately.
- Assign specific tasks to team members as they arise.
- Maintain constant communication with all departments.
- Complete projects and other tasks as assigned/as they become necessary.
- Monitor all room-related systems that directly impact the guest, to ensure that proper procedures are followed to enable an outstanding guest experience.
- Communicate with guests and team members both verbally and in writing to answer questions and resolve problems.
- Analyze, investigate, and resolve guest complaints.
- Motivate the achievement of departmental objectives. Monitor compliance with standards and procedures.
- Effective use of digital tools implemented at the company level. Opera Cloud, MeliáSwitch, Hotebook, hmobile, etc.
- Oversee and optimize check-in and check-out processes to ensure a smooth and efficient guest experience. If applicable, be familiar with the digital check-in process to assist guests accordingly.
- Monitor and optimize the processes of telephone requests from internal and external clients, provided that the hotel does not have its own team or centralized Guest Service Line service.
- Daily cash management, bank deposits and cash change. Reconcile daily cash registers, bank deposits and cash change requests.
- Regarding hotel billing: Supervise daily closing and hotel documentation. All aspects of hotel billing (open accounts, openfolios, PMs, points of sale, group billing, rentals or external parties, high balances, bonus claims and agency payments, upselling and MeliáRewards billing, etc.).
- Review billing discrepancies and adjustments. Credit cluster, MHS, agencies, etc.
- In the management of credits, prepayments, deposits and other collections, manage payment gateways, Sipay, ATP, POS accounting entries, TB, virtual credit cards, credits, MOTO, etc.
- Processing and billing of certain reservations: No-shows, Overbooking, Diversions, cancellation of reservations with restrictions, points + cash, etc.
- MRW Program: monitoring of achievement of established registration targets, personal motivation, with coordination of extra services associated with arrivals or guests at the hotel. Management of services that may be requested (transfers, delivery of room gifts, etc.)
- Manage the hotel’s master keys. Control user registration/deregistration, permissions, access, etc.
ECONOMIC-FINANCIAL
- Participate in the preparation of your department’s budget according to the established guidelines
- Monitor the defined budget, ensure compliance, and report any deviations within your department to the Business Partner. Participate in defining corrective measures to minimize negative impacts and monitor their implementation with the Business Partner.
- Participate in the preparation of the projections by providing information about your department.
- Analyze the reasons for deviations, participate in defining corrective actions, and promote their implementation within your department.
- Periodically analyze your department’s P&L, review all its income and expenses, seeking to maximize results and identifying opportunities for improvement with the support of the Business Partner.
- He is aware of the hotel’s financial results, as well as his department’s impact on them. He communicates this information in detail to his team.
- Ensure the achievement of the department’s financial targets and be aware of the hotel’s financial targets, as well as their fulfillment. Communicate information clearly to your team.
- He is responsible for all orders, both for the purchase of materials and the contracting of services, for his department, as well as the execution and confirmation of these orders according to the established procedure.
- Control and monitoring of the Operational PAI of your area, respecting the times set by the company.
- Ensure compliance with applicable regulations in the daily processes of your department, which affect its results and internal control.
- Collaborate on the review points of your department during audits and establish action plans to resolve reported incidents.
- Analyze and resolve any incidents that may arise within your department, which are reported through the daily cash and production control from the administration or MHS department.
What are we looking for?
- At least 2 years of experience in a similar position
- Knowledge of hotel operations
- Knowledge of hotel management software programs.
- Knowledge of check-in and check-out procedures.
- Ability to monitor and coordinate payment transactions
- Advanced proficiency in the Microsoft Office suite.
- Skills to handle complaints and claims.
- Equipment management and supervision
- Organization and planning.
- Proactivity and innovation.
- Planning and Organization Skills
https://careers.melia.com/job/Menorca-FRONT-OFFICE-MANAGER-HOTEL-SOL-MILANOS-PINGUINOS/1287092401/
