Guest Service Agent - Innside New York

Melia Hotels International S.A.(Meliá); New York (NY); On-site; USD 26,139 - 37,229; Full time

Job summary

Melia Hotels International S.A. (Meliá) is looking for a Guest Service Agent in New York to check in and assist hotel guests efficiently. Responsibilities include processing payments, managing reservations, and ensuring guest satisfaction. Ideal candidates have front desk experience and are available for various shifts, including weekends.

English fluency is required, and additional language skills are preferred. Join Meliá for a diverse and inclusive workplace, dedicated to sustainability and equality.

Qualifications

• Flexible schedule required; must work various shifts including mornings, evenings, weekends, and holidays.
• Ability to maintain concentration when multi-tasking and providing service.
• Strong focus on details and organizational skills.

Responsibilities

• Check-in and check-out hotel guests in a timely and professional manner.
• Process all payments according to established procedures.
• Welcome guests in a friendly and professional manner.
• Book guest reservations, process cancellations, and revisions.
• Direct guest requests to appropriate departments.

Skills

Front Desk/Guest Services Agent experience

Ability to read, write and speak English

Teamwork skills

Ability to understand guests' service needs

Job description

GUEST SERVICE AGENT

INNSiDE MELIA

New York

• Check-in and check-out hotel guests in a timely and professional manner.
• Process all payments according to established procedures.
• Welcome guests in a friendly, prompt and professional manner.
• Register guests, issue room keys, and provide information on hotel services and room location.
• Answer telephones in a prompt and courteous manner.
• Up-sell rooms, when possible, to maximize hotel revenue.
• Accurately process all credit card transactions in accordance with established procedures.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow‑up.
• Respond appropriately to guest complaints.
• Direct any guest requests to the appropriate departments and/or our service application.
• Make appropriate service recovery gestures in order to ensure total guest satisfaction.
• Book guest reservations for individuals that are requested either by phone or from within the hotel.
• Process cancellations, revisions, and information updates on changes.
• Perform other duties as assigned.
• Be an Ambassador of our Meliá Rewards loyalty program (sign up, grant benefits and redeem points).

Customer Experience

• 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 personalize 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.

General Duties

• Know your work schedule and follow it with a high degree of reliability.
• Promote and apply teamwork skills at all times.
• Maintain a clean, neat, and orderly work area.
• Utilize protective equipment, when applicable.
• Promote the hotel through goodwill, courtesy, and a positive attitude.
• Continue to learn and grow in your position.
• Comply with hotel policies, procedures, uniform and grooming standards.

Only candidates with authorization to work in the U.S.A. will be considered. At this time, no monetary relocation assistance is available.

• Front Desk/Guest Services Agent experience at a hotel/resort preferred
• Flexible schedule is required; must be available to work various shifts including mornings, evenings, weekends and/or holidays
• Must be able to read, write and speak English. Other languages preferred.
• Ability to understand guests' service needs.
• Ability to be well organized, maintain concentration and think clearly when multi‑tasking and providing service to multiple guests and/or clients within any given period of time.
• Ability to focus on details.
• Ability to work cohesively with co‑workers as part of a team.

Salary Range: $23 per hour

This brief job description/responsibilities and/or duties are not intended to be ALL responsibilities or qualifications of the job. EEO/M/F/D/V

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.

Nearest Major Market: Manhattan

Nearest Secondary Market: New York City