Guest Service Agent - Innside

GUEST SERVICE AGENT INNSiDE MELIA New York

“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 is 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.

• Check-in and check-out hotel guests in a timely and professional manner.
• Process all payments according to established procedures.
• Welcome guests in a friendly, prompt and professional manner.
• Register guests, issue room keys, and provide information on hotel services and room location.
• Answer telephones in a prompt and courteous manner.
• Up-sell rooms, when possible, to maximize hotel revenue.
• Accurately process all credit card transactions in accordance with established procedures.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Respond appropriately to guest complaints.
• Direct any guest requests to the appropriate departments and/or our service application.
• Make appropriate service recovery gestures in order to ensure total guest satisfaction.
• Book guest reservations for individuals that are requested either by phone or from within the hotel.
• Process cancellations, revisions, and information updates on changes.
• Perform other duties as assigned.
• Be an Ambassador of our Meliá Rewards loyalty program (sign up, grant benefits and redeem points).

• Be knowledgeable of the Brand philosophy and comply with the standards, operational and identity manuals that apply to your department.
• Ensure the customer's experience and personalize their stay, anticipating their needs and exceeding their expectations.
• Deal with customer incidents, communicating the actions taken to the person in charge. Escalate the incident to the person in charge if a solution cannot be found.
• Be knowledgeable of the Voice of the Customer goals and to execute the necessary actions to achieve them.
• Support your manager with the Sensory Architecture established for your areas.

• Know your work schedule and follow it with a high degree of reliability.
• Promote and apply teamwork skills at all times.
• Maintain a clean, neat, and orderly work area.
• Utilize protective equipment, when applicable.
• Promote the hotel through goodwill, courtesy, and a positive attitude.
• Continue to learn and grow in your position.
• Comply with hotel policies, procedures, uniform and grooming standards.

This brief job description/responsibilities and/or duties are not intended to be ALL responsibilities or qualifications of the job.
EEO/M/F/D/V

• 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.

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

$23 per hour

Great professionals who make everyday life easier and exceptional. From the junior to the most senior, all of them have unique and important…