Concierge Agent

Meliá Orlando Celebration Hotel

Celebration, Florida

REPORTS TO: GUEST EXPERIENCE MANAGER

DEPARTMENT: GUEST EXPERIENCE

“The world is yours with Meliá” 

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. 

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?

In a company as large as your world, all that is missing is YOU.

OPERATIONS

• Comply with the customer service strategy, efficiently managing all guest requests and committing to achieve total guest satisfaction.
• Ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations.
• Inform and offer customers services and products according to their preferences, both in the hotel and in the destination, applying upselling and cross-selling techniques to optimise the hotel's extra revenues.
• Manage customer incidents, following the established protocols.
• Comply with the attributes, standards and manuals applicable to their department.
• Efficiently use the different customer experience management tools. Be aware of the Voice of the Customer results, complying with the defined improvement plans.
• Comply with the Sensory Architecture defined for their area.
• Verify material orders following the set product guidelines, for better optimisation of economic resources.
• Assist guests and visitors to carrying, loading and unloading their luggage’s.

Minimum Requirements:

• 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.

(I understand that this is not an exhaustive description of my duties & this document is constantly changing & being updated)

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