What are the responsibilities and job description for the Front Office Agent (Receptionist)- ME Lisbon - () position at Meliá Hotels International?
Empresas : Meliá Hotels International
ME Lisbon is a luxury hotel located in the heart of Lisbon, known for its modern design and excellent service. It offers a unique experience for both business and leisure travelers.
Your mission : Responsible for the daily operations of the department, committed to achieving excellence in customer satisfaction. They work alongside the team to meet and exceed customer service expectations.
What You Will Do
- Ensure guests receive a quick and efficient check-in and check-out process. If applicable, be knowledgeable about the digital check-in process to assist guests accordingly
- Be responsible for maintaining guest profiles to provide an accurate source of information on each guests needs and preferences, in compliance with local data regulations
- Stay informed about potential VIPs arriving or visiting various hotel areas, ensuring they are welcomed and accompanied to their destination
- Efficiently handle all front desk administrative tasks, ensuring guest account accuracy and proper billing / credit card processing in line with local charge limit regulations
- Manage all guest complaints in a professional, personal, and empathetic manner
- Ensure all relevant information is promptly communicated to the front desk management team
- Seek continuous improvement in personal knowledge and skills, actively engaging with leadership in creating best practices for the front desk
- Support the rate strategy set by the Revenue team. Maximize hotel sales and revenue by promoting upselling / cross-selling
- Attend internal and external guest phone requests if the hotel does not have a centralized Guest Service Line
- Act as a hotel ambassador whenever representing the company
- Be responsible for maintaining guest profiles to ensure an accurate source of information on each guests needs and preferences
- Immediately communicate all pertinent information to the front desk management team
- Demonstrate the ability to work under supervision and maintain a courteous and helpful attitude toward both colleagues and guests, with strong communication skills, enthusiasm, and a willingness to learn
- Have the ability to understand and exceed guest expectations and needs
- Support, uphold, and enforce hotel service standards
- Ensure that all guest inquiries or requests are handled politely and efficiently within an acceptable timeframe.
What We Are Looking For
Requisitos :
