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? 😉🌟
- 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.
