Front Office Agent - Melià Milano

Melia Hotels International S.A.(Meliá); Milano; In loco; EUR 24.000 - 32.000; Tempo pieno

Descrizione del lavoro

A global hospitality company is seeking an individual to manage the front desk operations at their Milan location. Responsibilities include personalizing guest experiences, maintaining profiles, ensuring accurate billing, and maximizing sales through upselling. Candidates should have a degree in Tourism or hotel management, at least one year of relevant experience, and proficiency in Italian and English. This role is crucial in delivering exceptional customer service and creating memorable stays for guests.

Servizi

Flexible compensation

Exclusive discounts on products and services

MeliáRewards loyalty program

Opportunities for global work experience

Competenze

• At least one year of experience in the same role.
• Degree or training in Tourism or hotel management.
• Proficiency in Italian and English.

Mansioni

• Personalize guest interactions and maintain profiles.
• Handle front desk administrative tasks accurately.
• Maximize hotel sales through upselling/cross-selling.
• Ensure efficient check-in and check-out processes.

Conoscenze

Advanced proficiency in Italian

Advanced proficiency in English

Strong communication skills

Customer service orientation

Formazione

University degree or vocational training in Tourism or hotel management

Descrizione del lavoro

Discover a path without limits at Meliá, where growth and development opportunities are endless. Embark on a journey that will take you to work in several countries and become part of our extended global family.

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.

Responsibilities

• Personalize each guest's interaction by using their name during conversations.
• Maintain 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.
• 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.
• Maximize hotel sales and revenue by promoting upselling/cross‑selling.
• Ensure guests receive a quick and efficient check‑in and check‑out process. When applicable, be knowledgeable about the digital check‑in process to assist guests accordingly.
• Work under supervision while maintaining a courteous and helpful attitude toward both colleagues and guests, with strong communication skills, enthusiasm, and a willingness to learn.
• Understand and exceed guest expectations and needs.
• Support, uphold, and enforce hotel service standards.
• Handle all guest inquiries or requests politely and efficiently within an acceptable timeframe.
• Be knowledgeable of the Brand philosophy and comply with the standards, operational and identity manuals that apply to the department.

Qualifications

• University degree or vocational training in Tourism, hotel management, or similar.
• Advanced proficiency in Italian and English.
• At least one year of experience in the same role.

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 discrimination, 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 all our collaborators, we make it possible.

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