Job description
About Meliá Durres Hotel
Meliá Durres is a luxurious beachfront hotel offering unparalleled hospitality and stunning views of the Adriatic Sea. Our commitment to excellence drives us to create memorable experiences for our guests while cultivating a vibrant and collaborative team environment.
Job Mission
The Front Office Agent at Meliá Durres is responsible for the daily operations of the front office department, committed to achieving excellence in customer satisfaction. This role involves working alongside the team to meet and exceed customer service expectations, ensuring a seamless and personalized guest experience.
What You Will Do
• Personalize Guest Interaction: Use guests' names during conversations to personalize their experience and maintain guest profiles to provide accurate information on their needs and preferences.
• VIP Management: Stay informed about potential VIPs arriving or visiting various hotel areas, ensuring they are welcomed and accompanied to their destination.
• Administrative Tasks: Efficiently handle all front desk administrative tasks, ensuring guest account accuracy and proper billing/credit card processing in line with local charge limit regulations.
• Complaint Management: Manage all guest complaints in a professional, personal, and empathetic manner, ensuring prompt communication of relevant information to the front desk management team.
• Continuous Improvement: Seek continuous improvement in personal knowledge and skills, actively engaging with leadership in creating best practices for the front desk.
• Sales and Revenue Support: Support the rate strategy set by the Revenue team, maximize hotel sales and revenue by promoting upselling/cross-selling, and ensure guests receive a quick and efficient check-in and check-out process.
What We Are Looking For
• Experience: At least 1 year of experience in customer service, preferably in the hospitality industry.
• Education: University degree or vocational training in Tourism, hotel management, or similar.
• Skills: Knowledge of hotel operations, check-in and check-out procedures, familiarity with hotel management systems (Opera), effective communication, customer service skills, and handling complaints.
• Qualities: Service-oriented attitude, organization and planning skills, strong communication abilities, enthusiasm, and a willingness to learn.
• Languages: Proficiency in Albanian and advanced English; a third language is a plus.
• Knowledge: Knowledge of security and emergency protocols, and the ability to understand and exceed guest expectations and needs.
