Guest Concierge

Melia Hotels International S.A.Florida, PR
36dOnsite

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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What This Job Offers

Job Type

Full-time

Career Level

Entry Level

Industry

Accommodation

Education Level

No Education Listed

Number of Employees

5,001-10,000 employees

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