Careers

Front Desk Supervisor
REPORTS TO: Hotel Manager
DEPARTMENT: Front Office
 
Meliá Orlando Celebration Hotel
Celebration, Florida
 
 “The world is yours with Meliá” 
Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family. 
It means knowing that you have started one of the most exciting journeys of your life, a journey in which inspiration will always accompany you. Do you dare to be the owner of your professional career in an inspiring world?
In a company as large as your world, all that is missing is YOU.

MISSION: The Front Office Supervisor is responsible during his/her supervisory shift, for ensuring an efficient daily operation of the department, ensuring a correct fulfillment of functions and optimal departmental coordination, committing to achieve excellence in customer satisfaction and the optimization of economic resources.

OPERATIONS

During your supervisory shift, ensure that the day-to-day operations of the front desk are performed; Assign and supervise the tasks of the department's staff.
Resolve guest complaints, problems, and/or inconveniences in a timely manner, ensuring their satisfaction.
Perform the duties of a receptionist as needed to facilitate service.
Ensure that all issues and incidents are reported properly and immediately to ensure maximum operational efficiency.
Assist with the arrival and departure of guests.
Ensure that the front desk staff provide an efficient and spontaneous service.
Maintain communication with housekeeping staff regarding the status and assignment of rooms.
When necessary, support the Front Office Manager and the Assistant Front Office Manager to distribute tasks to the department.
Support the fee strategy established by the Revenue team. Maximize hotel sales and revenue by promoting Upselling/Crosselling.
 
**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
 
CUSTOMER EXPERIENCE

Know the philosophy of the Brand, implementing the standards, operational and identity manuals that apply to their department.
Ensure the customer experience and personalize their stay, anticipating their needs and exceeding their expectations.
Attend to customer incidents, communicating the actions taken to their manager. Escalate the incident to the person in charge if they cannot provide a solution.
Know and participate in the achievement of the objectives of Voice of the Customer and ensure compliance with them, participating in the improvement plans established in their area.
Know the Sensory Architecture established for their areas and ensure its compliance.
Know the services and facilities of the hotel, as well as the program of entertainment, experiences and events, making sure that the team has all the information to be able to promote them to customers.
 
Minimum Requirements:

Minimum 2 years Front Office/Guest Service experience including supervisory experience in a hotel and/or resort.
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 Spanish and English. Other languages preferred.
Computer proficiency in software applications including MS Word, Excel, Outlook and reservations systems
Effective oral and written communications skills
 
 **Only candidates with authorization to work in the U.S.A. will be considered.  At this time, no monetary relocation assistance is available.

Front Office Manager
Meliá Orlando Celebration Hotel
Celebration, Florida
 
REPORTS TO: Hotel Manager
DEPARTMENT: Front Office
“The world is yours with Meliá” 
Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family. 
It means knowing that you have started one of the most exciting journeys of your life, a journey in which inspiration will always accompany you. Do you dare to be the owner of your professional career in an inspiring world?
In a company as large as your world, all that is missing is YOU.

Job Description:

Manages and motivates the Front Office team and reservations team to provide a high standard of service for all guests.
Ensures that personalized service is offered to each and every guest.
Integrates and trains employees, providing support for skills development.
Ensures team members have current knowledge of hotel products, services, facilities, events, pricing, policies and knowledge of the local area and events.
Provide high level of customer service and maintains a high profile in the day to day front office operations.
Oversees and supervises guest arrivals and departures with front office team and department managers.
Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.
Ensures that the pricing policy and internal audit procedures are duly applied.
Prepare monthly and daily revenue reports.
Is involved in recruitment of new team members for front office.
Have a good knowledge of all systems and standard operating procedures of front office.
Ensures that guest documentation and information is available and up-to-date.
Manage all aspects of the front office areas, including but not limited to: guest registration, telephone services and guest reservations.
Ensure guest satisfaction and maximize hotel profitability.
Manage day-to-day operations and assignments of the front office staff; schedule, plan and assign work. 
Ensure all complaints are dealt with promptly and efficiently, and relevant managers are informed (24 hours turn-around). 
Ensure the department operates efficiently and that every guest receives the welcome expected at the hotel according to company service culture. 
Supervise the allocation of rooms for tour groups, VIP’s and regular guests, noting any special requests are captioned accordingly. 
Ensure all VIP bedrooms are pre-registered on a priority basis in conjunction with Housekeeping.
May assist with other duties as assigned. 
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


Minimum Requirements:

Minimum 2 years Front Office/Guest Service experience including management experience in a hotel and/or resort. 
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 Spanish and English. Other languages preferred.
Computer proficiency in software applications including MS Word, Excel, Outlook and reservations systems
Effective oral and written communications skills
 
 Only candidates with authorization to work in the U.S.A. will be considered.  At this time, no monetary relocation assistance is available.
 

Concierge Agent
Meliá Orlando Celebration Hotel
Celebration, Florida
 
REPORTS TO: GUEST EXPERIENCE MANAGER
DEPARTMENT: GUEST EXPERIENCE
“The world is yours with Meliá” 
Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family. 
It means knowing that you have started one of the most exciting journeys of your life, a journey in which inspiration will always accompany you. Do you dare to be the owner of your professional career in an inspiring world?
In a company as large as your world, all that is missing is YOU.

OPERATIONS

Comply with the customer service strategy, efficiently managing all guest requests and committing to achieve total guest satisfaction.
Ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations.
Inform and offer customers services and products according to their preferences, both in the hotel and in the destination, applying upselling and cross-selling techniques to optimise 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 management 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 guidelines, for better optimisation of economic resources.
Assist guests and visitors to carrying, loading and unloading their luggage’s.
 Minimum Requirements:

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.
 
(I understand that this is not an exhaustive description of my duties & this document is constantly changing & being updated)
Only candidates with authorization to work in the U.S.A. will be considered. At this time, no monetary relocation assistance is available.
 
 

FRONT DESK AGENT
Meliá Orlando Celebration Hotel
Celebration, Florida
 
“The world is yours with Meliá” 
Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family. 
It means knowing that you have started one of the most exciting journeys of your life, a journey in which inspiration will always accompany you. Do you dare to be the owner of your professional career in an inspiring world?
In a company as large as your world, all that is missing is YOU.
Essential Duties:

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. 
Record incoming packages, mail and promptly notify guests. 
Be an Ambassador of our Meliá Rewards loyalty program (sign up, grant benefits and redeem points).
General Duties

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
Minimum Requirements:

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.

Maintenance Technician
Meliá Orlando Celebration Hotel
Celebration, Florida
 “The world is yours with Meliá” 
Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family. 
It means knowing that you have started one of the most exciting journeys of your life, a journey in which inspiration will always accompany you. Do you dare to be the owner of your professional career in an inspiring world?
In a company as large as your world, all that is missing is YOU.
 Essential Duties:

Perform repairs and maintenance for assigned area such as the interior/exterior of buildings, hotel suites, laundry facilities, kitchen equipment, lighting, heating, air conditioning (HVAC), ventilation and water treatment systems and swimming pool.
Carry out regular maintenance to each of the Guest Rooms and record action taken in work order system (HotSOS)
The maintenance carried out, will involve all aspects i.e.: carpentry, plumbing, minor electrical repairs, minor decoration, telephone, audio visual, filter cleaning, tiling and any other repairs, which are required, to maintain the rooms, to a high standard.
Report all unsafe conditions or malfunctioning equipment to supervisor
Secured all inventory and assets of hotel, this includes but not limited to tools, equipment’s, furniture, televisions, telephones etc.
Responsible of ensure inventory is up to par as per department and hotel policy and procedures.  Inform management of any shortages or low inventory.
Reporting to the Maintenance Office, any work, immediately, this may require the involvement, of a specialist sub-contractor.
Respond in a prompt manner to all guest questions, complaints and/or requests to ensure guest satisfaction.
Communicate daily with Reception and Housekeeping, to obtain rooms availability, to minimize any guest inconvenience and maximize productivity.
Communicate daily with the Maintenance Office, to avoid duplicate visits to rooms, by other Maintenance Staff.
All record keeping must be neat, legible, filed in chronological order and be available for inspection.
Ensure any work undertaken, can be complete, the same day, so the room is saleable.
Refurbish furniture and fixtures within guest suites such as cabinets, tables, chairs, doors, counters.  Paint and finish furniture and fixtures in guest suites if needed.
If a room is found to be in a condition, which would prevent it being sold, this must be reported, immediately, to Housekeeping and Reception Managers.
To respect any confidential information received regarding guests, staff and management.
Anticipate guests’ needs, respond promptly and acknowledge guests even when busy.
Follow all company policies and procedures, and report accidents, injuries, and unsafe work conditions to manager.
Speak with others using clear and professional language, and answer telephones using appropriate etiquette.
Handle guest complaints following the instant pacification procedures and ensuring guest satisfaction.
Be up-to-date with all Hotel features and local attractions/activities to respond accurately to any guest inquiry.
May perform other duties as needed.
Ability to diagnose HVAC problems to determine if issue can be resolved before onsite HVAC tech is available.
General Duties:

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
 Minimum Requirements:

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.