Job description
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. CONTRACT: • Fixed-term contract. • Level C2, CCNL Turismo AICA.
Requirements
About the company
Somos la compañía líder en España y una de las mayores del mundo, con diez marcas reconocidas y más de 370 hoteles en cuatro continentes. Meliá Hotels International es el único entre los veinte mayores grupos hoteleros internacionales con un origen vacacional y con el tamaño ideal para combinar una excepcional hospitalidad con una gestión eficiente y cercana a sus stakeholders. Todo esto, unido a nuestra calidez y pasión españolas, nos hace únicos y diferentes. En Meliá todos somos Very Inspiring People, grandes profesionales que hacen el día a día más fácil y excepcional. Desde el recién llegado hasta el más veterano, todos ellos reúnen unas cualidades únicas e importantes que hacen que trabajar en Meliá sea una oportunidad de crecimiento constante y un pasaporte para crear tu futuro donde quieras.