Guest Services Representative

2 months ago

Kissimmee, Florida, United States Melia Orlando Celebration Full time
FRONT DESK AGENT

Meli Orlando Celebration Hotel

Celebration, Florida

"The world is yours with Meli"

Embarking on a career with Meli means stepping into a realm of limitless opportunities for growth and development. Here, you are not just an employee; you become part of a global family, where your professional journey is filled with inspiration and adventure.

Essential Responsibilities:
  • Efficiently manage the check-in and check-out processes for hotel guests.
  • Handle all payment transactions in accordance with established protocols.
  • Greet guests warmly and professionally, ensuring a positive first impression.
  • Register guests, issue room keys, and provide comprehensive information about hotel amenities and room locations.
  • Answer phone calls promptly and courteously.
  • Maximize hotel revenue by promoting room upgrades when appropriate.
  • Process credit card transactions accurately, adhering to established guidelines.
  • Communicate guest requests or issues to management for further attention.
  • Address guest complaints with professionalism and care.
  • Direct guest inquiries to the relevant departments or our service application.
  • Implement service recovery strategies to ensure complete guest satisfaction.
  • Manage guest reservations, including bookings made via phone or in-person.
  • Handle cancellations, modifications, and updates to reservations.
  • Perform additional duties as assigned.
  • Record and notify guests of incoming packages and mail.
  • Act as an Ambassador for our loyalty program, assisting guests with sign-ups, benefits, and point redemption.
General Responsibilities:
  • Maintain a reliable work schedule and adhere to it consistently.
  • Foster teamwork and collaboration at all times.
  • Keep your work area clean, organized, and professional.
  • Utilize protective equipment as necessary.
  • Promote the hotel through positive interactions and a courteous demeanor.
  • Commit to continuous learning and professional growth.
  • Follow hotel policies, procedures, and grooming standards diligently.
This job description outlines key responsibilities and qualifications, but is not exhaustive. EEO/M/F/D/V

Minimum Qualifications:
  • Previous experience in Front Desk or Guest Services within a hotel or resort setting is preferred.
  • Flexibility in scheduling is essential; availability for various shifts, including mornings, evenings, weekends, and holidays is required.
  • Proficiency in reading, writing, and speaking English is mandatory; additional languages are a plus.
  • Ability to understand and anticipate guests' service needs.
  • Strong organizational skills and the ability to maintain focus while multitasking in a fast-paced environment.
  • Attention to detail is crucial.
  • Ability to work collaboratively with colleagues as part of a cohesive team.
Only candidates authorized to work in the U.S.A. will be considered.

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