Guest Experience Agent — Front Desk & VIP Service

Meliá Hotels International; Lombardia; On-site; EUR 18,000 - 19,000; Full time

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Job summary

Meliá Hotels International in Italy is seeking a front desk professional to deliver exceptional guest service, personalize interactions, and manage guest profiles. You will support upselling efforts and ensure accurate billing during check-in/check-out processes, while maintaining high standards of hospitality.

Requirements include a university degree or vocational training in tourism or hotel management, advanced English (third language a plus), and at least 1 year of customer service

Qualifications

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

Responsibilities

• Personalize each guest's interaction by using their name during conversations.
• Maintain guest profiles to provide accurate information on guests’ needs and preferences.
• Welcome VIPs arriving or visiting various hotel areas and escort them to destinations.
• Handle front desk administrative tasks; ensure guest account accuracy and proper billing.
• Manage guest complaints professionally and empathetically.
• Communicate pertinent information to the front desk management team promptly.
• Engage with leadership to create best practices for the front desk.
• Support rate strategy and maximize hotel sales through upselling/cross-selling.
• Ensure quick and efficient check-in and check-out; assist with digital check-in if applicable.
• Attend internal and external guest phone requests when needed.
• Act as a hotel ambassador for the company.
• Maintain guest profiles to reflect guest needs and preferences.
• Immediately relay information to the front desk management team.
• Demonstrate ability to work under supervision with courtesy and strong communication.
• Understand and exceed guest expectations and needs.
• Uphold hotel service standards and address inquiries promptly.

Job description

Meliá Hotels International in Italy is seeking a front desk professional to deliver exceptional guest service, personalize interactions, and manage guest profiles. You will support upselling efforts and ensure accurate billing during check-in/check-out processes, while maintaining high standards of hospitality.

Requirements include a university degree or vocational training in tourism or hotel management, advanced English (third language a plus), and at least 1 year of customer service