Guest Service Line Agent
Job Description
<em><strong>“The world is yours with Meliá”<br><br></strong></em>Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family.<br><br>It means knowing that you have started one of the most exciting journeys of your life, a journey in which inspiration will always accompany you. Do you dare to be the owner of your professional career in an inspiring world? 😉🌟 <ul><li>Assists and participate in the daily pre-shift meetings (Energize ME). </li><li>Perfectly carries out brand standards on both a department and hotel level. </li><li>Complies with assigned deadlines and always maintains high standards in their work. </li><li>Defends the image of the property and Brand at all times. </li><li>Responsible of becoming a prime example of exceptional and personalised service, being proactive, showing initiative and constantly demonstrating team work with other departments. </li><li>Works as part of a team to accomplish a unified goal. </li><li>Has optimum knowledge, understands, lives and breathes the mission, culture and spirit of the Brand. Expresses enthusiasm, energy and positive vibes within the organisation. Always acts according to company ethics and values. </li><li>Has the finest knowledge of all hotel services such as the opening hours, products and details of every outlet. </li><li>Greets both internal and external clients with a welcoming smile expressing genuine warmth at all times. </li><li>Responsible of answering all external and internal calls, providing personalised, informative and professional service, doing all possible to surpass guest’s expectations and providing exactly what they require. </li><li>Deals with all telephone calls in a professional manner with a warm and welcoming tone in their voice. </li><li>Always answers the phone within the first three rings. </li><li>Is fully knowledgeable of the daily hotel situation (Occupancy, average room rate, groups and conventions in house, latest package and offers, VIPs…). </li><li>Is an ambassador of knowledge of the latest cultural events in the city, fashion shows, and ultimate events. </li><li>Responsible of communicating evacuation orders in emergency situations. </li><li>Responsible of following up on guest incidents and requests, ensuring the correct realisation and closure of requirements, therefore ensuring guest satisfaction. </li><li>Organises and files all information required on a daily operative basis (check lists, wake up calls etc.). </li><li>Responsible of taking room service orders and ensuring the correct delivery regarding both timing and product, therefore ensuring guest satisfaction (when F&B department is run by hotel). </li><li>Responsible for making sure all direct lines are up and running. </li><li>Responsible for keeping a detailed inventory and following up on all items available for guests (console games, games remote controls, cd and book library, iPod s and iPad control etc.). </li><li>Responsible for following up on every review pro questionnaire on behalf of the Guest experience team by contacting the guest by e mail. </li><li>Responsible for increase the loyalty rate via the Market Metrix questionnaire. </li><li>Guest Service Line should avoid transferring as many calls as possible and deal with the request of each guest personally unless receiving a specialised demand that can only be dealt by other departments. Calls should also be transferred when the department in question can deliver a more personalised and detailed service. Examples are the following:</li><ul><li>External restaurant reservations – Transferred to Concierge</li><li>Internal restaurant reservations – Dealt with by Guest Service Line </li><li>Internal VIP table reservations and special requests – Transferred to the outlet in question due to being specialised and involving upselling opportunities</li></ul><li></li><ul><li>Tourist information and guide bookings – Transferred to Concierge</li><li></li><ul><li>Information on how to get to the city centre, how to get to the airport etc. – Dealt with by Guest Service Line</li><li>Basic information on food types, cocktail menus etc. in hotel outlets – Dealt with by Guest Service Line</li><li>Detailed information and recommendations on menu offerings (dishes, cocktails) in outlets – Transferred to Outlets in question</li></ul><li>Secretarial work – printing, boarding passes etc. – Dealt with by Guest Service Line<br></li></ul></ul><strong>Because belonging to the great Meliá family is being VIP<br><br></strong>You will enjoy <strong>My MeliáRewards</strong> which is the exclusive loyalty programme for our employees with exclusive benefits and advantages.<br><br>In addition, enjoy the <strong>My MeliáBenefits</strong> programme: with flexible remuneration, exclusive discounts on a variety of products and services, active and healthy lifestyles, and charitable initiatives. Be as proud to belong to Meliá as we are of you 😉<br><br><strong>At Meliá we are all VIP</strong> 🌟<br><br>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.<br><br>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, <strong>VIP </strong>People.<br><br><em>We are an equal opportunity employer and value diversity. We do not discriminate on the basis of disability, race, religion, age, or any other basis protected under federal, state, or local laws. We believe that diversity and inclusion among our teammates are critical to our success as a global company.<br><br></em>If you want to be “<strong>Very Inspiring People</strong>“, follow us on:<br><br><strong>INSTAGRAM – TWITTER – LINKEDIN – INDEED – GLASSDOOR</strong>
