Front Office Agent - Gran Melià Palazzo Cordusio

Meliá Hotels International; Milano; In loco; EUR 25.000 - 30.000; Tempo pieno

Descrizione del lavoro

A leading hospitality company seeks a Front Office Agent for its Gran Melià Palazzo Cordusio location in Milan, Italy. The role is focused on enhancing guest experiences through personalized service and efficient front desk operations. Candidates should have a university degree in tourism or hospitality and at least one year of customer service experience. Advanced English is required, and a third language is advantageous. This full-time position comes with a fixed-term contract and includes responsibilities such as managing guest profiles and ensuring smooth check-in processes.

Competenze

• At least 1 year in customer service.
• Advanced English; a third language is a plus.

Mansioni

• Personalize guest interactions by using their name.
• Handle front desk administrative tasks, including billing.
• Manage guest complaints professionally and empathetically.
• Ensure smooth check-in/check-out processes.

Conoscenze

Hotel operations

Customer service

Complaint handling

Organization

Communication

Formazione

University degree or vocational training in Tourism, Hospitality, or similar

Descrizione del lavoro

Front Office Agent – Gran Melià Palazzo Cordusio at Meliá Hotels International

“The world is yours with Meliá”

Our journey is one of unlimited growth and development opportunities within a global family. We are eager to advance with you, offering chances to work across various countries while remaining part of Meliá.

Before applying, inform your direct supervisor or Hotel Director, and HR manager of your interest in the internal selection process. Your line manager must be properly informed but does not have the authority to authorize or halt your application.

Mission: Responsible for the daily operations of the department, committed to achieving excellence in customer satisfaction. Work 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 as needed.
• 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.

Job Details

Seniority level: Entry level

Employment type: Full-time

Job function: Customer Service, Administrative, and Sales

Industries: Hospitality, Accommodation and Food Services, and Food & Beverage Services

Equal Employment Opportunity

At Meliá Hotels International, we are committed to equal opportunities between women and men in the workplace, as outlined in our Human Resources policies. We also prioritize a corporate culture committed to effective equality and raise awareness about the need for joint and global action.

We promote our commitment to equality and diversity, avoiding discrimination related to disability, race, religion, gender, or age. We believe that 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”. Thank you to all our collaborators for making it possible.