Front Office Agent - ME Milan Il Duca

Melia Hotels International S.A.(Meliá); Milano; In loco; EUR 18.094 - 19.273; Tempo pieno

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Descrizione del lavoro

Meliá Hotels International is seeking a Front Desk/Guest Services professional to ensure exceptional guest experiences. You will personalize interactions, manage guest profiles, and support efficient check-in/check-out while maintaining billing accuracy.

Requirements include advanced English and at least 1 year in customer service, with knowledge of hotel operations and PMS systems. You will uphold brand standards and promote the hotel’s services and events.

Competenze

• University degree or vocational training in Tourism, hotel management, or similar.
• Advanced English, third language a plus.
• At least 1 year of experience in customer service.
• Knowledge of hotel operations and check-in/check-out procedures.

Mansioni

• Personalize guest interactions by using their name.
• Maintain guest profiles to share accurate information on needs and preferences.
• Welcome VIP guests and assist them to their destination.
• Handle front desk administrative tasks and ensure billing accuracy.
• Manage guest complaints in a professional and empathetic manner.
• Communicate information to front desk management in a timely manner.
• Contribute to continuous improvement of front desk knowledge and practices.
• Support rate strategy with upselling and cross-selling.
• Ensure quick and efficient check-in/check-out, including digital check-in when available.
• Answer guest inquiries or requests politely within acceptable timeframes.

Conoscenze

Customer service

Communication

Check-in/Check-out procedures

Hotel operations

English (Advanced)

Multilingual (plus third language)

Problem solving

Teamwork

Formazione

University degree or vocational training in Tourism/hotel management

Strumenti

Hotel management system

Descrizione del lavoro

Select how often (in days) to receive an alert:

Discover a boundless path at Meliá, where opportunities for growth and development are endless. Immerse yourself in a journey that will take you to work in various countries and to be part of our extensive global family.

Discover some of the benefits we offer:

• 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.

Be proud to belong to Meliá as we are proud of you.

Mission

Responsible for the daily operations of the department, committed to achieving excellence in customer satisfaction. They work alongside the team to meet and exceed customer service expectations.

What will you have to do doing?

• Personalize each guest's interaction by using their name during conversations.
• Be responsible for maintaining guest profiles to provide an accurate source of information on each guest’s needs and preferences, in compliance with local data regulations.
• Stay informed about potential VIPs arriving or visiting various hotel areas, ensuring they are welcomed and accompanied to their destination.
• Efficiently handle all front desk administrative tasks, ensuring guest account accuracy and proper billing/credit card processing in line with local charge limit regulations.
• Manage all guest complaints in a professional, personal, and empathetic manner.
• Ensure all relevant information is promptly communicated to the front desk management team.
• Seek continuous improvement in personal knowledge and skills, actively engaging with leadership in creating best practices for the front desk.
• Support the rate strategy set by the Revenue team. Maximize hotel sales and revenue by promoting upselling/cross-selling.
• Ensure guests receive a quick and efficient check-in and check-out process. If applicable, be knowledgeable about the digital check-in process to assist guests accordingly.
• Attend internal and external guest phone requests if the hotel does not have a centralized Guest Service Line.
• Act as a hotel ambassador whenever representing the company.
• Be responsible for maintaining guest profiles to ensure an accurate source of information on each guest’s needs and preferences.
• Immediately communicate all pertinent information to the front desk management team.
• Demonstrate the ability to work under supervision and maintain a courteous and helpful attitude toward both colleagues and guests, with strong communication skills, enthusiasm, and a willingness to learn.
• Have the ability to understand and exceed guest expectations and needs.
• Support, uphold, and enforce hotel service standards.
• Ensure that all guest inquiries or requests are handled politely and efficiently within an acceptable timeframe.

What are we looking for?

• Be knowledgeable of the Brand philosophy and comply with the standards, operational and identity manuals that apply to their department.
• Ensure the customer's experience and personalise their stay, anticipating their needs and exceeding their expectations.
• Deal with customer incidents, communicating the actions taken to the person in charge. Escalate the incident to the person in charge if a solution cannot be found.
• Be knowledgeable of the Voice of the Customer goals and to execute the necessary actions to achieve them.
• Support their manager with the Sensory Architecture established for their areas.
• Be knowledgeable and promote the hotel’s services and facilities as well as the entertainment programme, experiences and events.

Education and Training

University degree or vocational training in Tourism, hotel management, or similar.

Languages

Advanced English. A third language is a plus.

Experience

At least 1 year of experience in customer service.

Specific Knowledge

• Knowledge of hotel operations.
• Knowledge of check-in and check-out procedures.
• Familiarity with hotel management systems.
• Knowledge of security and emergency protocols.
• Customer service skills and handling complaints.
• Effective communication.
• Service-oriented attitude.
• Organization and planning.

The position can be classified between level C3 and level C2 of the National Collective Contract Turismo AICA, with an initial economic treatment not lower than the contractual minimums foreseen for the level that will be identified at the outcome of the selection (level C3: €1.621,40 gross monthly; level C2: €1.726,99 gross monthly).

The indicative Gross Annual Salary is between €22.699,60 and €24.177,86, in relation to the skills, experience gained, degree of autonomy, responsibilities and working conditions of the position.

Further information on framing, economic treatment, any reward systems, welfare and company benefits will be provided during the selection process.

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.

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 dicrimination, especially related to reasons of 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 ". Thanks to al our collaborators, we make it possible.

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