Guest Experience Agent

6 days ago


Dubai, Dubai, United Arab Emirates Melia Hotels International S.A.(Meliá) Full time

Job Description:

Meliá Hotels International S.A. is seeking a motivated and customer-focused Guest Experience Agent to join our team.

This role involves providing exceptional service to guests, ensuring their needs are met and exceeded through effective communication, problem-solving, and teamwork.

The ideal candidate will have excellent verbal and written communication skills, be able to work in a fast-paced environment, and demonstrate a commitment to delivering outstanding guest experiences.

Key Responsibilities:

  1. Communicate effectively with guests, associates, and managers via email and verbally.
  2. Prepare administrative documents and memorandums in correct English with detailed information.
  3. Maintain team morale, motivation, and brand spirit.
  4. Assist in daily pre-shift meetings (Energize ME).
  5. Comply with brand standards at both department and hotel levels.
  6. Defend the image of the property and brand at all times.
  7. Provide exceptional and personalized service, demonstrating teamwork with other departments.
  8. Answer all external and internal calls, providing personalized, informative, and professional service.
  9. Stay knowledgeable about daily hotel situations (occupancy, average room rate, groups, conventions, etc.).
  10. Communicate evacuation orders in emergency situations.
  11. Follow up on guest incidents and requests, ensuring guest satisfaction.
  12. Organize and file daily operational information (checklists, wake-up calls, etc.).
  13. Take room service orders and ensure correct delivery regarding timing and product.
  14. Keep a detailed inventory of items available for guests.
  15. Follow up on every review pro questionnaire on behalf of the Guest Experience team.
  16. Avoid transferring calls as much as possible and handle guest requests personally unless specialized assistance is required.

Leading the Team:

  1. Follow the ME brand values and philosophy.
  2. Represent the brand and the company positively.


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