Front Office Agent - Gran Melià Palazzo Cordusio

Position: Front Office Agent - Gran Melià Palazzo Cordusio - ()
Location: Via Milano

Empresas:
Meliá Hotels International
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 escalated 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.

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