Guest Service Agent

INNSIDER

(Guest Services Agent)

At Meliá we are all VIP 

Great professionals who make everyday life easier and exceptional. From the junior to the most senior, all of them have unique and important qualities that make working at Meliá an opportunity for constant growth and a passport to create your future wherever you want.  

Our warmth, proximity and passion for what we do make working at Meliá an unforgettable experience, full of emotional moments and always with the feeling that you belong to a big family where we have people like you, VIP People. 

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of disability, race, religion, age, or any other basis protected under federal, state, or local laws. We believe that diversity and inclusion among our teammates are critical to our success as a global company. 

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REPORTS TO:                           Director of Front Office

DEPARTMENT:                  Front Office

POSITION SUMMARY:     The INNSIDER 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 various guest requests, inquiries, and issues in                                                  accordance with the hotel’s policies and procedures.  All guests will be greeted by the INNSIDER 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.
• Attend the daily pre-shift meeting to understand the daily happenings at the hotel (Occupancy, Arrivals/Departures, VIPs, Groups, etc.).
• 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/French, English/Spanish, etc. preferred.
• Knowledge of Opera Cloud (PMS) and HMobile 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.

HOURLY WAGE: $23.00 per hour

(Please note: management reserves the right to change, modify, and/or alter any of the duties listed above to meet business demands.)