Careers
IN A COMPANY AS LARGE AS YOUR WORLD,
ALL THAT'S MISSING IS YOU
ALL THAT'S MISSING IS YOU
At Meliá Hotels International we value human and professional qualities. We work together to grow in a company that is the leader not only in our different lines of business but also in people management, one of our main foundations. For those reasons and because we know that you are talented, ambitious and are seeking to grow and improve as a professional, we are inviting you to come and achieve your dream with us.
GUEST SERVICES AGENT
REPORTS TO: Director of Front Office
DEPARTMENT: Front Office
COMPANY PROFILE: Founded in 1956 in Palma de Mallorca, Spain, Meliá Hotels International is one of the largest hotel companies in the world and the largest hotel chain in Spain in both resort and city hotels. The company currently operates more than 350 hotels in 35 countries and 4 continents under its brands: Meliá, Gran Meliá, ME by Meliá, Paradisus by Melia, Innside by Meliá, TRYP by Wyndham, Sol by Melia and Club Meliá.
POSITION SUMMARY: The Guest Services Agent Overnight is focused on providing efficient service and creating personalized experiences by making emotional connections with all of our guests. The individual must be able to handle during the overnight shift various guest requests, inquiries, and issues in accordance with the hotel’s policies and procedures. All guests will be greeted by the Guest Services Agent with a warm smile and positive attitude, always being proactive with service delivery.
RESPONSIBILITIES (include but are not limited to):
Greet guests with a friendly smile and assist, with all requests, inquiries, and issues in a timely manner.
Maintain department operating procedures on the Overnight shift.
Responsible for completing daily shift reports in order to proactively deliver personalized service and to ensure the accuracy of guest billing.
Assign rooms based upon guest’s reason for stay, preferences, and all other contributing factors to ensure guest satisfaction and limit the amount of room changes necessary.
Efficiently register new arriving guests while introducing them to the hotel’s services and amenities, following up with a welcome call to their room to ensure complete satisfaction.
Assist guest with all concierge services, making dinner reservations, book transportation, purchase theatre tickets, etc. confirming all details with the guests both verbally and with a written itinerary.
Actively learn personal preferences and proactively gather clues to deliver memorable experiences, tracking all pertinent information in the guest’s profile.
Proactively assist guests as needed and handle guest requests in a timely manner, following up with the guests to ensure guest’s satisfaction and to inquire if additional assistance is necessary.
Maintain professional telephone etiquette based on hotel standards.
Personally escort guests to locations within the hotel when directions are required. Offer to write directions for guests and/or show on map if guests require directions outside of the hotel, ensuring guest has hotel telephone number and/or email address in case additional directions or assistance is required while the guest is away from the hotel.
Answer external and internal calls and process calls requested by guests, executives and employees of the hotel, following the procedures, standards and wording established for each department.
Provide guests and clients with clear, complete and accurate information about telephone numbers, services and places of interest in the area, mainly promoting facilities and services run by the hotel.
Operate all departmental equipment efficiently, detect possible faults and report them immediately to your supervisor.
For guests that request it, provide wake-up call services in a polite and efficient manner, ensuring names and numbers are dealt with accurately.
Take messages for guests, executives and the various departments of the hotel when necessary, ensuring they are given in a precise and timely fashion.
Ensure that the privacy of the guests is maintained and all guest information is kept confidential.
Follow all key handling procedures to maintain the safety and security of all guests and employees.
Perform check-out processes satisfactorily, meeting the appropriate standards of service. Process payment for individual bills.
Follow all cash handling procedures and turn in shift paperwork at the end of every shift.
Perform other tasks as assigned by management.
Process end of day paperwork, auditing all cashier transactions, to ensure all accounting procedures are being followed.
Facilitate the night audit process, change the date and process all credit card transactions.
Run newspaper report and have newspapers delivered to all appropriate guest rooms.
Review all wake-up call requests, delivering all early morning calls, and complete appropriate shift pass on to the incoming team.
QUALIFICATIONS (to do this kind of work, you must possess/be able to):
High School Diploma or equivalent required; college degree preferred.
Previous Hotel Front Office experience preferred.
Must be legally authorized to work in the United States.
Must be computer-literate including written communication.
Bilingual English/Korean, English/Spanish, etc. preferred.
Knowledge of Opera (PMS) and HotSOS preferred.
Ability to communicate effectively with internal/external customers both in written and verbal format.
Deal with the general public, customers, associates, and government officials with tact and courtesy.
Knowledgeable about local area attractions and transportation.
Ability to use mathematical skills to interpret billing computations.
Ability to plan and organize, change activity frequently, and cope with interruptions.
Must be flexible and able to work mornings, evenings, overnight, weekends and/or holidays.
MINIMUM REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and EXPERIENCE: Prior experience required. High School Diploma or equivalent required.
LANGUAGE SKILLS: Ability to read, write, and verbally communicate effectively and professionally with other business departments, guests, and vendors. Ability to diplomatically deal with difficult situations and people, while exhibiting a consistent level of professionalism.
MATH and LOGICAL SKILLS: Requires mathematical development sufficient to be able to: Deal with system of real numbers; algebraic solution of equations and probability and statistical inference. Apply fractions, percentages, ratio and proportion. Ability to determine time, place and sequence of operations or action to be taken on the basis of analysis of data; executing determination and/or reporting on events.
PHYSICAL DEMANDS: While performing the duties of this job, the employee is regularly be required to stand, walk, and talk or hear. The employee frequently is required to use hands to finger, handle, or feel objects, or telephone. The employee is required to use body members, hand tools, and/or special devices to work, move, or carry objects or materials. The employee must regularly lift and/or move up to 10-25 pounds and frequently lift and/or move up to 50 pounds. Requires walking, standing and/or sitting; and to a significant degree, reaching, handling, feeling, talking, hearing, seeing.
(Please note: management reserves the right to change, modify, and/or alter any of the duties listed above to meet business demands.)
Melia Hotels International is an Equal Opportunity Employer.
In a company as large as your world,
all that’s missing is YOU!
FRONT DESK MANAGER
REPORTS TO: Front Office Manager
DEPARTMENT: Front Office
POSITION SUMMARY: The Assistant Front Desk Manager provides efficient and courteous service to each customer and maximize room revenues by assisting in the direction and supervision of the activities of the Front Office operation (Front Desk, Bell Staff and PBX) in accordance with Standard Operating Procedures.
RESPONSIBILITIES (include but are not limited to):
Ensure efficient reservations, guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.
Monitor and maintain the front office systems and equipment to ensure their optimum performance.
Track guest satisfaction surveys and maximize usage of the guest response tracking system.
Review staffing levels on a daily basis to ensure budgeted productivity levels are maintained while ensuring customer service is of the utmost priority.
Interview, train, develop, resolve problems, provide open communication and recommend discipline when appropriate of staff members.
Recognize exceptional performers on an on-going basis.
Communicate both verbally and in writing to provide clear direction to staff.
Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality.
Ensure compliance with front office, guest service, and PBX standard operating procedures and policies.
Review, maintain, and follow up on all requests and defects to ensure they are tracked in the hotel’s response system; ensuring the guests receive appropriate follow up and defects are rectified in a timely manner.
Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
Ensure that the team consistently complies with all Front Office Quality Standards.
Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while meeting and exceeding guests’ expectations.
Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
Review team members’ checklists and shift reports to ensure adherence to all policy and procedures, while proactively ensuring that personalized service is being delivered.
Oversee guest billing to ensure accuracy.
Develop a strong relationship with the housekeeping and engineering departments to ensure that rooms are ready for check-in and that rooms are set according to each guest’s preferences.
Regular attendance in conformance with the hotel standards is essential to the successful performance of this position.
Supervise team members and monitor their time and attendance records.
Complete projects and other tasks as assigned.
Assist in the building of an efficient team by taking active interest in employees’ welfare, safety, and development. Encourage the team to maintain positive and productive relationships with colleagues and other departments.
Assist with training employees to ensure they have the necessary skills to perform their duties with the maximum efficiency and in the most productive manner while maintaining workplace safety.
Act as Manager on Duty as required.
Attend monthly department meetings and attend weekly staff meeting, daily meetings and other meetings as required.
QUALIFICATIONS (to do this kind of work, you must possess/be able to):
High School Diploma or equivalent required; college degree preferred.
Previous Hotel Front Office experience required.
Must be legally authorized to work in the United States.
Must be numbers-oriented, computer-literate including written communication, spreadsheet formulation and online order-entry and computer systems.
Knowledge of Opera (PMS) and HotSOS preferred.
Ability to communicate and negotiate effectively with internal/external customers both in written and verbal format.
Deal with the general public, customers, associates, and government officials with tact and courtesy.
Knowledgeable about local area attractions and transportation.
Proven ability to train and motivate a team of professionals.
Ability to read and interpret business records and statistical reports.
Ability to use mathematical skills to interpret financial information
Interpret established policies and understand the government regulations pertaining to the business.
Make business decisions based on production reports and similar facts as well as on your own experience and personal opinions.
See differences in widths and lengths of lines such as those on graphs.
Plan and organize the work of others, change activity frequently, and cope with interruptions.
Must be flexible and able to work mornings, evenings, overnight, weekends and/or holidays.
MINIMUM REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and EXPERIENCE: Prior experience required. High School Diploma or equivalent required. Depending on the role, degree may be required.
LANGUAGE SKILLS: Ability to read, write, and verbally communicate effectively and professionally with other business departments, guests, and vendors. Ability to diplomatically deal with difficult situations and people, while exhibiting a consistent level of professionalism.
MATH and LOGICAL SKILLS: Requires mathematical development sufficient to be able to: Deal with system of real numbers; algebraic solution of equations and probability and statistical inference. Apply fractions, percentages, ratio and proportion. Ability to determine time, place and sequence of operations or action to be taken on the basis of analysis of data; executing determination and/or reporting on events.
PHYSICAL DEMANDS: While performing the duties of this job, the employee is regularly be required to stand, walk, and talk or hear. The employee frequently is required to use hands to finger, handle, or feel objects, or telephone. The employee is required to use body members, hand tools, and/or special devices to work, move, or carry objects or materials. The employee must regularly lift and/or move up to 10-25 pounds and frequently lift and/or move up to 50 pounds. Requires walking, standing and/or sitting; and to a significant degree, reaching, handling, feeling, talking, hearing, seeing.
(Please note: management reserves the right to change, modify, and/or alter any of the duties listed above to meet business demands.)
