BENEFITS
My MeliáRewards: Participate in our exclusive loyalty program, enjoying unique benefits and advantages.
My MeliáBenefits: Take advantage of flexible compensation and exclusive discounts on a wide variety of products and services, promoting an active and healthy lifestyle.
MISSIONResponsible 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 elevate 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.
At Meliá Hotels International, we are committed to equal opportunities between women and men in the workplace, with the commitment of management and the principles contained in Human Resources policies. We also prioritize disseminating throughout the entire staff a corporate culture committed to effective equality, and raising awareness about the need to act jointly and globally.
We promote our commitment to equality and diversity, avoiding any kind of discrimination, especially related to reasons of disability, race, religion, gender, or age. We believe diversity and inclusion among our employees are essential for our success as a global company.
Additionally, we support the sustainable growth of our industry through a socially responsible team. In this sense, our motto is "Towards a sustainable future, from a responsible present". Thanks to all our collaborators, we make it possible.
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