Job Description
## Destination: Santa Cruz de Tenerife
## Companies: Meliá Hotels International
## OPERATIONS
• Personalize each interaction with a guest by using their name during conversations.
• Maintain guest profiles to ensure an accurate record of each client's needs and preferences, respecting local regulations regarding mandatory data.
• Be aware of potential VIPs arriving at or visiting different areas of the hotel. Ensure they are welcomed and escorted to their destination.
• Efficiently manage all administrative tasks at the front desk, ensuring the accuracy of guest accounts and the correct billing/collection of guest credit cards, adhering to local regulations regarding transaction limits.
• Handle all guest complaints professionally, personally, and empathetically.
• Ensure all relevant information is promptly communicated to the front desk management team.
• Seek ways to continuously improve personal knowledge and skills and actively engage with leaders in creating best practices within the office.
• Support the pricing strategy established by the Revenue team. Maximize hotel sales and revenue by promoting upselling and cross-selling.
• Ensure guests receive a fast and efficient check-in and check-out experience. If applicable, be familiar with the digital check-in process to serve guests accordingly.
• Handle telephone inquiries from internal and/or external clients, provided the hotel does not have a centralized Guest Service Line.
• Act as a hotel ambassador, representing the company at all times.
• Be responsible for maintaining guest profiles to ensure an accurate source of information regarding each guest's needs and preferences.
• Ensure all relevant information is promptly communicated to the front desk management team.
• Ability to work under supervision, be courteous and helpful to both colleagues and guests, possess good communication skills, be enthusiastic, and willing to learn.
• Ability to understand and exceed guest expectations and needs.
• Support, maintain, and enforce the hotel's service standards.
• Ensure that all guest inquiries or requests are handled politely and efficiently within an acceptable timeframe.
## CUSTOMER EXPERIENCE
• Understand the brand philosophy and comply with the standards, operating manuals, and identity guidelines applicable to your department.
• Ensure a positive guest experience and personalize their stay, anticipating their needs and exceeding their expectations.
• Address guest issues, communicating the actions taken to your supervisor. Escalate the issue to your supervisor if you are unable to provide a solution.
• Understand the Voice of the Customer objectives and implement the necessary actions to achieve them.
• Support your supervisor with the established Sensory Architecture for your areas.
• Understand and promote the hotel's services and facilities, as well as the entertainment program, experiences, and events.
## HEALTH & SAFETY/ HEALTHY WORKPLACE
• Understand the hotel's evacuation plan.
• Understand the personal protective equipment (PPE) and use it correctly.
• Understand the work methods, procedures, and risks inherent to your activity.
• Assume the responsibilities assigned to you in the Occupational Health and Safety Management System Manual.
What are we looking for?
EDUCATION AND TRAINING: University degree or vocational training in Tourism, Hotel Management, or a related field.
LANGUAGES: Local language (depending on the establishment's geographic location) and Advanced English. A third language is a plus.
SPECIFIC KNOWLEDGE: • Knowledge of hotel operations. • Knowledge of check-in and check-out procedures. • Knowledge of the hotel management system. • Knowledge of security and emergency protocols. • Customer service and complaint handling skills. • Effective communication. • Service-oriented. • Organization and planning skills.
### EXPERIENCE: Minimum of 1 year of customer service experience.
### Requirements:
Meliá Hotels International
38001
Santa Cruz de Tenerife
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