GUEST SERVICES AGENT
REPORTS TO: Guest Experience Manager
DEPARTMENT: Guest Experience
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 is focused on providing efficient service and creating personalized experiences by making emotional connections with all of our guests. 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):
- Analyze guest comments and audit results from a variety of tools (web, internal questionnaires, Review Pro, Trip Advisor, Mystery Guest, Internal Audits, etc) and set reports which then will be shared with the Head of Departments in order to identify gaps in service and training and implement actions; liaise with the Human Resources department (training).
- Oversee Review Pro, Trip Advisor, Social Station and ensure all queries, requests and complaints are dealt within the specified time limit as the Corporate policy sets this. To analyze findings and produce reports. Monitor measures in order to resolve queries, comments and complaints as they are reported.
- Responsible for VIP’s arrivals and the scheduled delivery of amenities daily.
- Communicate to guests via email distribution regarding satisfaction of stay, upcoming events, and/or personalized recommendations/preferences for future guest arrivals.
- Responsible to investigate all customer complaints and provide with a response within specified time limits (48 hours).
- Organize and oversee all monthly activations at the hotel set forth by Guest Experience Department.
- Greet guests and answer guest inquiries about hotel services, facilities and hours of operation in a timely manner.
- Ensure hotel initiatives and projects, are completed in a timely manner.
- Maintain proper par levels of hotel amenities consistently.
- Responsible for the business center operation including but not limited to cleanliness and presentation and ensure that the equipment is maintained and in full working order.
- Actively demonstrate excellence in customer care and service, while maintaining high levels of respect and a professional image at all times within the hotel.
- Ensure to communicate to employees and guests property amenities, services, hours of operation, and local areas of interest and activities.
- Promote teamwork and quality service through daily communication and coordination with other departments.
- Provides staff members an outstanding model of professional conduct, high morale and service.
- Promote safety within department. Ensuring all department staff members are following OSHA, MSDS, and Hotel Safety requirements.
- To respect any confidential information received regarding guests, staff and management.
- Maintain complete knowledge and comply with all departmental policies and service procedures.
- Maintain complete knowledge of correct maintenance and use of equipment; use equipment only as intended.
- Speak with others using clear and professional language, and answer telephones using appropriate etiquette.
- Maintain positive guest relations.
- Handle guest complaints following the instant pacification procedures and ensuring guest satisfaction.
- Be up-to-date with all Hotel features and local attractions/activities to respond accurately to any guest inquiry.
- Attend regularly trainings and daily, weekly and/or monthly meetings.
- May assist by performing other duties as needed.
QUALIFICATIONS (to do this kind of work, you must possess/be able to):
Essential:
- Self-motivated and able to work independently to find solutions
- Detail-oriented with strong analytical skills; Strong communication skills, both written and oral required
- Willingness to implement new initiatives, open to new ideas, can move innovative ideas to successful outcomes, and flexibility are required
- Ability to satisfactorily communicate in English with guests, management and co-workers to their understanding. Outstanding communication skills, oral and written
- Ability to provide legible communication.
- Ability to compute basic mathematical calculations.
- High School Diploma or GED equivalent. Two years of college or certifications in related field.
- Computer literate
- Excellent organizational and leadership abilities
Ability to be physically present at the hotel on a regular basis.
- 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 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.
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