Careers
IN A COMPANY AS LARGE AS YOUR WORLD,
ALL THAT'S MISSING IS YOU
ALL THAT'S MISSING IS YOU
At Meliá Hotels International we value human and professional qualities. We work together to grow in a company that is the leader not only in our different lines of business but also in people management, one of our main foundations. For those reasons and because we know that you are talented, ambitious and are seeking to grow and improve as a professional, we are inviting you to come and achieve your dream with us.
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.
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.
Sales Guest Concierge
REPORTS TO: Sales & Marketing Manager
DEPARTMENT: Sales
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: Responsible for assisting guests staying at the property, from their arrival to their departure, thus achieving the entire satisfaction of the guest, in addition to providing information and selecting potential customers for CIRCLE BY MELIA.
General functions:
To provide superior assistance to the guest, ensuring that their expectations and needs are met during their stay at the hotel and make an invitation to become a member of CIRCLE BY MELIA.
Service-Specific Functions:
Receive the guest from the arrival and at the end of the registration, confirm their preferences, needs and reservation of services welcoming them and have assistance with their luggage to their room.
Explain the benefits of Circle by Melia in your interaction with the guest.
Channel the service needs of your guests to the Guest Experience Agent immediately upon receipt of requests.
Contact the guest daily to check if they have any additional requirements and make sure they are enjoying their stay.
Review the guest's rating (B1 – High Value Profile, B2 – Fair Profile or NB – not prospectable, according to rating parameters).
Coordinate special celebrations requested by the guest through and together with the Guest Experience Agent.
Provide Tour information always directing the Guest to the authorized preferred agency.
Coordinate the collection of luggage for the guest's departure day and ensure that transportation is punctual.
Share detected incidents with the Guest Experience Agent team so that they are recorded in H-mobile using the Opportunities module. The Guest Experience Agent will coordinate special attention with the departments involved and alert their direct superior.
Receive service training and attend the corresponding briefings to be aligned with the hotel's services and updated information.
Tracking Your Assigned Guests - Generation/Marketing Work:
According to the arrival list of your assignment, you meet guests upon arrival at the hotel.
Coordinate an appointment for the invitation to Circle by Melia, promoting the advantages, benefits and experiences.
Identify the rating according to the customer's profile to select guests with purchase potential.
Document the invitation (Pre-manifest according to certain waves) in the tool indicated (SALESFORCE), with the steps corresponding to the Marketing process.
Promote the Typeform to document the Discovery on the part of the guest.
On the day of the appointment, comply with the reception in a timely manner.
In case of conversion to members of a Recruitment guest, the Guest Concierge supports and collaborates with the change of room, check-out, etc. and continues to offer them services until their departure.
Additional Requirements:
Follow and comply with the schedules and programming established by their superior.
Maintain an adequate image according to the company's standards and guidelines
Impeccability (uniform clothing, badge and personal appearance)
Ethical Behavior
Adapt to initiatives and update processes related to their roles for their professional development
Work as a team to ensure brand promise delivery
Comply with their work commitments by adjusting to the work guidelines established by the company.
Be actively involved in their work, looking after the interests and image of the company.
Maintaining the confidentiality of information
Strictly comply with the area's operating policies and procedures.
Maintain and take care of their equipment and work material, reporting any incident or breakage.
They must act at all times with professionalism and above all with a lot of charisma and empathy.
You will participate in information sessions and training courses convened by the Management and Supervision of the CIRCLE Marketing Department and Hotel.
You will be evaluated and rated on your production performance to CIRCLE and Customer Service.
**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:
College degree preferred in the following areas: Marketing, Social Communication, Business Administration.
Minimum 2 years in a similar position, Concierge, Customer Service 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 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.
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.
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.
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.
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.
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.
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