Guest Concierge

Melia Hotels International S.A.•Florida, PR

36d•Onsite

About The Position

MISSION: The Guest Concierge Agent complies with the daily operations of the department, attending all customer requests and committing to achieve excellence in customer satisfaction.

Requirements

Front Desk/Guest Service 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 guest's service needs.
Ability to be well organized, mantain 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 tiem.

Nice To Haves

Front Desk/Guest Service Agent experience at a hotel/resort preferred.
Other languages preferred.

Responsibilities

Comply with the customer service strategy, efficiently managing all guest requests and commiting to achieve total guest satisfaction.
Ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations.
Inform and offer customer serviceand products according to their preferences, both in the hotel and in the destination, applying upselling and cross-selling techniques to optinese 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 managment 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 gudelines, for better optimisation of economic resources
Assist guests and visitors to carrying, loading and unloading their luggage's.
Be knowledgeable of the hotel's evacuation plan.
Be knowledgeable of the personal protective equipment and use it correctly.
Be knowledgeable of the methods, work procedures and risks inherent to their activity.
Assume the responsibilities in the Occupational Health and Sajety Mangement System Manual.

Benefits

Competitive Compensation: Pay rates that meet or exceed area standards.
Work/Life Balance: Holiday Pay
Worldwide Hotel Booking Discounts: Amazing discounts to everyone who is part of the company, including our family or friends.

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