Job description
GUEST SERVICE AGENT
INNSiDE MELIA
New York
“The world is yours with Meliá”
Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family.
It means knowing that you have started one of the most exciting journeys of your life, a journey in which inspiration will always accompany you. Do you dare to be the owner of your professional career in an inspiring world?
In a company as large as your world, all that is missing is YOU.
Essential Duties:
• Check-in and check-out hotel guests in a timely and professional manner.
• Process all payments according to established procedures.
• Welcome guests in a friendly, prompt and professional manner.
• Register guests, issue room keys, and provide information on hotel services and room location.
• Answer telephones in a prompt and courteous manner.
• Up-sell rooms, when possible, to maximize hotel revenue.
• Accurately process all credit card transactions in accordance with established procedures.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Respond appropriately to guest complaints.
• Direct any guest requests to the appropriate departments and/or our service application.
• Make appropriate service recovery gestures in order to ensure total guest satisfaction.
• Book guest reservations for individuals that are requested either by phone or from within the hotel.
• Process cancellations, revisions, and information updates on changes.
• Perform other duties as assigned.
• Be an Ambassador of our Meliá Rewards loyalty program (sign up, grant benefits and redeem points).
Customer Experience:
• Be knowledgeable of the Brand philosophy and comply with the standards, operational and identity manuals that apply to their department.
• Ensure the customer's experience and personalize their stay, anticipating their needs and exceeding their expectations.
• Deal with customer incidents, communicating the actions taken to the person in charge. Escalate the incident to the person in charge if a solution cannot be found.
• Be knowledgeable of the Voice of the Customer goals and to execute the necessary actions to achieve them.
• Support their manager with the Sensory Architecture established for their areas.
General Duties
• Know your work schedule and follow it with a high degree of reliability.
• Promote and apply teamwork skills at all times.
• Maintain a clean, neat, and orderly work area.
• Utilize protective equipment, when applicable.
• Promote the hotel through goodwill, courtesy, and a positive attitude.
• Continue to learn and grow in your position.
• Comply with hotel policies, procedures, uniform and grooming standards.
This brief job description/responsibilities and/or duties are not intended to be ALL responsibilities or qualifications of the job. EEO/M/F/D/V
Minimum Requirements:
• Front Desk/Guest Services Agent experience at a hotel/resort preferred
• Flexible schedule is required; must be available to work various shifts including mornings, evenings, weekends and/or holidays
• Must be able to read, write and speak English. Other languages preferred.
• Ability to understand guests' service needs.
• Ability to be well organized, maintain concentration and think clearly when multi-tasking and providing service to multiple guests and/or clients within any given period of time.
• Ability to focus on details.
• Ability to work cohesively with co-workers as part of a team.
Only candidates with authorization to work in the U.S.A. will be considered. At this time, no monetary relocation assistance is available.
SALARY RANGE: $23 per hour
