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