Front Office Agent - ME Milan Il Duca

Melia Hotels International S.A.(Meliá); Milano; In loco; EUR 24.000 - 36.000; Tempo pieno

Descrizione del lavoro

An established industry player is seeking a dedicated front desk professional to enhance guest experiences. In this dynamic role, you will be responsible for personalizing guest interactions, managing check-ins and check-outs, and addressing customer needs with empathy and efficiency. Join a vibrant team that values growth and development, where your contributions will directly impact customer satisfaction and hotel revenue. If you are passionate about hospitality and eager to create memorable experiences for guests, this opportunity is perfect for you.

Servizi

My MeliáRewards

Flexible Compensation

Exclusive Discounts

Promoting Healthy Lifestyle

Competenze

• At least 1 year of customer service experience required.
• Knowledge of hotel operations and check-in/check-out procedures.

Mansioni

• Handle guest interactions and maintain profiles for personalized service.
• Manage front desk tasks and ensure guest satisfaction.

Conoscenze

Customer Service Skills

Effective Communication

Service-oriented Attitude

Organization and Planning

Formazione

University Degree in Tourism or Hotel Management

Vocational Training in Hospitality

Strumenti

Hotel Management Systems

Descrizione del lavoro

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.

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?

• 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.
• 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.

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 promote our commitment to equality and diversity, avoiding any kind of discrimination, especially related to reasons of disability, race, religion, gender, or age.

Additionally, we support the sustainable growth of our industry through a socially responsible team.

To protect yourself and avoid fraud in selection processes, we invite you to consult our recommendations on the Protect Your Application page.