Front Office Agent - Palazzo Cordusio Gran Melià Hotel at Melia Hotels International

Milan, Lombardy, Italy -

Full Time

Start Date

Immediate

Expiry Date

30 May, 26

Salary

0.0

Posted On

01 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Guest Interaction Personalization, Data Regulation Compliance, VIP Welcome, Billing, Credit Card Processing, Complaint Handling, Upselling, Cross-selling, Check-in/Check-out, Digital Check-ins, Phone Request Handling, Service Standards, Inquiry Resolution, Brand Standards Compliance, Customer Incident Management, Sensory Architecture Promotion

Industry

Hospitality

Description

“The world is yours with Meliá” Continuing at Meliá means advancing on a journey without borders, seizing the unlimited growth and development opportunities that our global family offers you. It's knowing that the world is yours and that your chances to work in various countries are within your reach, all while still being part of our great family. It is experiencing one of the most exciting journeys of your life, a journey where personal and professional growth will accompany you at every step. Are you ready to take the reins of your professional career and explore new inspiring opportunities within Meliá? 😉🌟 REMEMBER: Before applying, you must inform your direct supervisor and/or Hotel Director, and your HR manager of your interest in participating in the internal selection process. Your line manager will not have the authority to authorize or halt your application, but must be properly informed. MISSION: Responsible for the daily operations of the department, committed to achieving excellence in customer satisfaction. Works alongside the team to meet and exceed customer service expectations. RESPONSIBILITIES: Personalize guest interactions by using their name during conversations. Maintain accurate guest profiles, ensuring compliance with data regulations. Stay informed about VIP arrivals and ensure a proper welcome. Handle front desk administrative tasks, including billing and credit card processing. Manage guest complaints with professionalism and empathy. Communicate important information to front desk management. Continuously improve skills and contribute to front desk best practices. Support the Revenue team by maximizing upselling and cross-selling. Ensure smooth and efficient check-in/check-out processes, including digital check-ins. Handle internal and external guest phone requests when necessary. Act as a hotel ambassador, upholding service standards at all times. Address guest inquiries and requests efficiently within an acceptable timeframe. CUSTOMER EXPERIENCE: Comply with brand standards and operational guidelines. Personalize guest experiences by anticipating and exceeding expectations. Handle customer incidents and escalate unresolved issues. Support the hotel’s Sensory Architecture and promote its services, events, and experiences. REQUIREMENTS: Education: University degree or vocational training in Tourism, Hospitality, or similar. Languages: Advanced English; a third language is a plus. Experience: At least 1 year in customer service. Skills: Hotel operations, check-in/out procedures, customer service, complaint handling, organization, and communication. CONTRACT: Fixed-term contract. Level C2, CCNL Turismo AICA. At Meliá we are all VIP 🌟 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. 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, VIP People. 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 dicrimination, 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 al our collaborators, we make it possible. If you want to be “Very Inspiring People“, follow us on: INSTAGRAM – TIKTOK – LINKEDIN – INDEED – GLASSDOOR

Responsibilities

The agent is responsible for the daily operations of the department, focusing on achieving excellence in customer satisfaction by working with the team to meet and exceed service expectations. Key duties include personalizing guest interactions, managing administrative tasks like billing, handling complaints professionally, and ensuring smooth check-in/check-out processes.