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Meliá Hotels International · 9 hours ago

Guest Service Agent - Innside New York

New York, NY

Full-time

Onsite

New Grad, Entry Level

$23/hr - $23/hr

Meliá Hotels International is a global hospitality company that offers growth and development opportunities for its employees. The Guest Service Agent is responsible for providing exceptional customer service by checking in and checking out guests, processing payments, and addressing guest requests and complaints to ensure a memorable stay.

HotelTravel Accommodations

No H1B

Responsibilities

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

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

Be an Ambassador of our Meliá Rewards loyalty program (sign up, grant benefits and redeem points)

Be knowledgeable of the Brand philosophy and comply with the standards, operational and identity manuals that apply to their department

Ensure the customer's experience and personalize their stay, anticipating their needs and exceeding their expectations

Deal with customer incidents, communicating the actions taken to the person in charge. Escalate the incident to the person in charge if a solution cannot be found

Be knowledgeable of the Voice of the Customer goals and to execute the necessary actions to achieve them

Support their manager with the Sensory Architecture established for their areas

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

Qualification

Front Desk ExperienceCustomer Service SkillsMulti-tasking AbilityEnglish ProficiencyTeamwork SkillsAttention to DetailFlexible ScheduleProblem Solving

Required

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

Company

Meliá Hotels International

Glassdoor3.9

Welcome to Meliá Hotels International! From Mallorca to the world, our story is an exciting journey that began more than six decades ago and has led us to become one of the largest hotel chains on the planet and the most sustainable in Europe (S&P Global).

Founded in 1956