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Front Desk Representative

2 months ago

Kissimmee, Florida, United States Melia Orlando Celebration Full time
Job Summary

Melia Orlando Celebration is seeking a highly skilled and customer-focused Front Desk Agent to join our team. As a Front Desk Agent, you will be the first point of contact for our guests and will be responsible for providing exceptional service and ensuring a smooth and enjoyable stay.

Key Responsibilities
  • Guest Check-in/Check-out: Process guest arrivals and departures in a timely and professional manner, ensuring all necessary information is collected and accurate.
  • Payment Processing: Handle all payments and transactions in accordance with established procedures, maintaining a high level of accuracy and attention to detail.
  • Guest Communication: Welcome guests in a friendly and professional manner, providing information on hotel services and amenities, and responding to guest inquiries and requests.
  • Room Assignments: Register guests, issue room keys, and provide information on room location and hotel services.
  • Telephone Etiquette: Answer telephones in a prompt and courteous manner, responding to guest inquiries and requests.
  • Upselling and Revenue Growth: Identify opportunities to upsell rooms and maximize hotel revenue, while maintaining a high level of customer satisfaction.
  • Guest Complaint Resolution: Respond appropriately to guest complaints, resolving issues in a timely and professional manner.
  • Service Recovery: Make service recovery gestures to ensure total guest satisfaction, maintaining a high level of customer loyalty.
  • Guest Requests: Direct guest requests to the appropriate departments and/or services, ensuring prompt and efficient resolution.
  • Package and Mail Handling: Record incoming packages, mail, and promptly notify guests.
  • Loyalty Program: Promote and support the Meli Rewards loyalty program, encouraging guests to sign up, earn benefits, and redeem points.
Requirements
  • Experience: Front Desk/Guest Services Agent experience at a hotel/resort preferred.
  • Schedule: Flexible schedule required, with availability to work various shifts, including mornings, evenings, weekends, and holidays.
  • Language: Must be able to read, write, and speak English. Other languages preferred.
  • Customer Service: Ability to understand guests' service needs and provide exceptional customer service.
  • Organizational Skills: Ability to be well-organized, maintain concentration, and think clearly when multi-tasking and providing service to multiple guests and/or clients.
  • Attention to Detail: Ability to focus on details and maintain a high level of accuracy.
  • Teamwork: Ability to work cohesively with co-workers as part of a team.