Guest Service Line Agent

“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's 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.

Communicating Expectations:

Is a valid communicator via email and also verbally with the guests, associates, including managers, as well as with the concerned authorities. Is able to prepare admin documents and memorandums to be sent to all the team members in a correct English and with detailed information.

Transmits a positively contagious vibe to each individual.

Maintains morale, motivation and brand spirit within the team.

Sets the tone, creates the ambience and brings together the vibe via the clever combination of sensorial architecture

Structuring Tasks:

• Assists and participate in the daily pre-shift meetings (Energize ME).
• Perfectly carries out brand standards on both a department and hotel level.
• Complies with assigned deadlines and always maintains high standards in their work.
• Defends the image of the property and Brand at all times.
• Responsible of becoming a prime example of exceptional and personalised service, being proactive, showing initiative and constantly demonstrating team work with other departments.
• Works as part of a team to accomplish a unified goal.
• Has optimum knowledge, understands, lives and breathes the mission, culture and spirit of the Brand. Expresses enthusiasm, energy and positive vibes within the organisation. Always acts according to company ethics and values.
• Has the finest knowledge of all hotel services such as the opening hours, products and details of every outlet.
• Greets both internal and external clients with a welcoming smile expressing genuine warmth at all times.
• Responsible of answering all external and internal calls, providing personalised, informative and professional service, doing all possible to surpass guest’s expectations and providing exactly what they require.
• Deals with all telephone calls in a professional manner with a warm and welcoming tone in their voice.
• Always answers the phone within the first three rings.
• Is fully knowledgeable of the daily hotel situation (Occupancy, average room rate, groups and conventions in house, latest package and offers, VIPs…).
• Is an ambassador of knowledge of the latest cultural events in the city, fashion shows, and ultimate events.
• Responsible of communicating evacuation orders in emergency situations.
• Responsible of following up on guest incidents and requests, ensuring the correct realisation and closure of requirements, therefore ensuring guest satisfaction.
• Organises and files all information required on a daily operative basis (check lists, wake up calls etc.).
• Responsible of taking room service orders and ensuring the correct delivery regarding both timing and product, therefore ensuring guest satisfaction (when F&B department is run by hotel).
• Responsible for making sure all direct lines are up and running.
• Responsible for keeping a detailed inventory and following up on all items available for guests (console games, games remote controls, cd and book library, iPod s and iPad control etc.).
• Responsible for following up on every review pro questionnaire on behalf of the Guest experience team by contacting the guest by e mail.
• Responsible for increase the loyalty rate via the Market Metrix questionnaire.
• Guest Service Line should avoid transferring as many calls as possible and deal with the request of each guest personally unless receiving a specialised demand that can only be dealt by other departments. Calls should also be transferred when the department in question can deliver a more personalised and detailed service. Examples are the following:
• External restaurant reservations – Transferred to Concierge
• Internal restaurant reservations – Dealt with by Guest Service Line
• Internal VIP table reservations and special requests – Transferred
  
  

to the outlet in question due to being specialised and involving

upselling opportunities

• Tourist information and guide bookings – Transferred to Concierge
• Information on how to get to the city centre, how to get to the airport etc. – Dealt with by Guest Service Line
• Basic information on food types, cocktail menus etc. in hotel outlets – Dealt with by Guest Service Line
• Detailed information and recommendations on menu offerings (dishes, cocktails) in outlets – Transferred to Outlets in question
• Secretarial work – printing, boarding passes etc. – Dealt with by Guest Service Line
  
  

Leading the Team:

Follows the ME brand values and philosophy.

Becomes that person that everyone admires, representing the brand and the company in a tandem.

At Meliá we are all VIP

Great professionals who make everyday life easier and exceptional. From the junior to the most senior, all of them have unique and important qualities that make working at Meliá an opportunity for constant growth and a passport to create your future wherever you want.

Our warmth, proximity and passion for what we do make working at Meliá an unforgettable experience, full of emotional moments and always with the feeling that you belong to a big family where we have people like you, VIP People.

At Meliá Hotels International, we are committed to equal opportunities between women and men in the workplace, with the commitment of management and the principles contained in Human Resources policies. We also prioritize disseminating throughout the entire staff a corporate culture committed to effective equality, and raising awareness about the need to act jointly and globally.

We promote our commitment to equality and diversity, avoiding any kind of dicrimination, especially related to reasons of disability, race, religion, gender, or age. We believe that diversity and inclusion among our employees are essential for our success as a global company.

Additionally, we support the sustainable growth of our industry through a socially responsible team. In this sense, our motto is "Towards a sustainable future, from a responsible present". Thanks to al our collaborators, we make it possible.

If you want to be “Very Inspiring People“, follow us on:

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