Meliá Hotels International is one of the world's largest hotel chains and the leading hotel group in Spain. Founded in 1956, the company operates over 380 hotels in more than 40 countries under a diverse portfolio of brands including Gran Meliá, ME by Meliá, Paradisus, and INNSiDE. As a major player in the global hospitality industry and a member of the IBEX 35, it is recognized for its leadership in both leisure and business travel segments.

Headquartered in Palma de Mallorca, Meliá maintains an extensive presence across Spain, with properties in nearly every major city and tourist destination. For international professionals, the company offers a wide range of career paths from corporate roles in IT, finance, and marketing to operational positions in luxury hospitality. Meliá is particularly relevant for international hires due to its multilingual work environment and its commitment to internal mobility across its global network.

Founded in 1956 by Gabriel Escarrer Juliá in Palma de Mallorca, the company began with a single hotel. It expanded rapidly across Spain and internationally, becoming a publicly traded company on the IBEX 35 in 1996.

For international professionals

Global leader in the resort sector with a presence in over 40 countries.
Headquartered in Palma de Mallorca, offering significant corporate and administrative opportunities in the Balearic Islands.
Extensive portfolio of brands ranging from mid-scale to ultra-luxury, catering to diverse professional backgrounds.
Strong emphasis on internal mobility and international career development programs for employees.
Regularly recruits for multilingual roles in guest experience, hotel management, and corporate services.

Front Office Agent - Meliá la Palma

Meliá Hotels

This job was originally posted in Spanish and automatically translated to English. You'll most likely need Spanish to apply.

Job Description

"The world is yours with Meliá"

Continuing at Meliá is an opportunity to learn, grow, and pursue your career within an international team. Here, you can take on new challenges and experience different destinations, while always remaining part of our family.

Want to take the next step in your journey with us?

REMEMBER: Before submitting your application, you must inform your direct supervisor and/or the Hotel Director, as well as your Human Resources manager, of your interest in participating in the internal selection process. Your direct supervisor does not have the power to authorize or stop your application, but they must be duly informed.

FRONT OFFICE AGENT

SCOPE: HOTEL REPORTS TO: FRONT OFFICE MANAGER DEPARTMENT: FRONT OFFICE

MISSION: Carry out the daily operations of the department, committing to achieving excellence in customer satisfaction. Work together with the team to meet and exceed customer service expectations.

OPERATIONS

Personalize every interaction with a guest by using their name during conversations.

Be responsible for maintaining guest profiles to have an accurate source of information on the needs and preferences of each customer, respecting local regulations regarding mandatory data.

Stay aware of potential VIPs arriving or visiting different areas of the hotel. Ensure they are welcomed and escorted to their destination.

Efficiently handle all front desk administrative tasks, ensuring the accuracy of guest accounts and the correct billing/charging of guest credit cards, following local regulations on charging limits.

Handle all customer complaints in a professional, personal, and empathetic manner.

Ensure that all relevant information is communicated promptly to the front office management team.

Seek ways to continuously improve personal knowledge and skills and be actively involved with leaders in creating best practices in the office.

Support the pricing strategy established by the Revenue team. Maximize hotel sales and revenue through the promotion of Upselling/Cross-selling.

Ensure that customers receive a fast and efficient check-in and check-out. If applicable, be knowledgeable about the digital check-in process to assist the guest accordingly.

Attend to telephone requests from internal and/or external customers, provided the hotel does not have a centralized Guest Service Line.

Become an ambassador for the hotel at any time when representing the company.

Be responsible for maintaining guest profiles to ensure an accurate source of information on the needs and preferences of each customer.

Ensure that all relevant information is communicated immediately to the front office management team.

Ability to work under supervision, be courteous and helpful to both colleagues and guests, have good communication skills, be enthusiastic and willing to learn.

Ability to understand and exceed guest expectations and needs.

Support, maintain, and enforce hotel service standards.

Ensure that all customer inquiries or requests are handled in a polite and efficient manner within an acceptable timeframe.

CUSTOMER EXPERIENCE

Know the Brand philosophy and comply with the standards, operating manuals, and identity guidelines that apply to your department.

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

Handle customer incidents, communicating the actions taken to your manager. Escalate the incident to your manager if a solution cannot be provided.

Know the Voice of the Customer objectives and execute the necessary actions for their fulfillment.

Support your manager with the established Sensory Architecture for your areas.

Know and promote the hotel's services and facilities, as well as the entertainment program, experiences, and events.

REQUIREMENTS

EDUCATION AND TRAINING:

University degree or vocational training in Tourism, hotel management, or similar.

LANGUAGES:

Local language (depending on the geographical location of the establishment) and Advanced English. A third language is valued.

SPECIFIC KNOWLEDGE:

Knowledge of hotel operations.

Knowledge of check-in and check-out procedures.

Knowledge of hotel management systems.

Knowledge of security and emergency protocols.

Customer service and complaint handling skills.

Effective communication.

Service vocation.

Organization and planning.

EXPERIENCE:

Minimum 1 year of experience in customer service.

At Meliá, we are all VIPs

At Meliá Hotels International, we are committed to equal opportunities between women and men in the workplace, with the support of management and the principles set out in our human resources policies. We also attach great importance to promoting a corporate culture focused on effective equality across the entire team and raising awareness of the need to act jointly and globally.

We promote our commitment to equality and diversity by avoiding all forms of discrimination, particularly those related to disability, race, religion, gender, or age. We are convinced that diversity and inclusion among our collaborators are essential to our success as a global company.

Furthermore, we are committed to the sustainable growth of our sector through a socially responsible human team. In this sense, our motto is "Towards a sustainable future, from a responsible present." Thanks to all our collaborators, we make this possible.

To protect you and avoid fraud during selection processes, we invite you to consult our recommendations on the "Protect your application" page.

If you wish to become "Very Inspiring People", follow us on:

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View original advert (Spanish)

"Le monde est à vous avec Meliá"

Continuer chez Meliá est une opportunité d'apprendre, de grandir et de poursuivre votre carrière au sein d'une équipe internationale. Ici, vous pouvez relever de nouveaux défis et vivre des expériences dans différentes destinations, tout en faisant toujours partie de notre famille.

Envie de franchir une nouvelle étape dans votre parcours avec nous ?

RAPPELEZ-VOUS : Avant de présenter votre candidature, vous devez informer votre superviseur direct et/ou le Directeur de l'hôtel, ainsi que votre responsable des Ressources Humaines de votre intérêt à participer au processus de sélection interne. Votre superviseur direct n'a pas le pouvoir d'autoriser ou de stopper votre candidature, mais il doit être dûment informé.

FRONT OFFICE AGENT

ÁMBITO: HOTEL REPORTA A: FRONT OFFICE MANAGER DEPARTAMENTO: FRONT OFFICE

MISIÓN: Cumplir con la operativa diaria del departamento, comprometiéndose a lograr la excelencia en la satisfacción del cliente. Trabajar juntamente con el equipo para cumplir y superar las expectativas de servicio de los clientes.

OPERATIONS

Personalizar cada interacción con un huésped utilizando su nombre durante las conversaciones.

Ser responsable de mantener los perfiles de los huéspedes para tener una fuente precisa de información sobre las necesidades y preferencias de cada cliente, respetando la normativa local en materia de datos obligatorios.

Estar al tanto de posibles VIPs que lleguen o visiten las diferentes áreas del hotel Asegurarse de que sean recibidos y acompañados a su destino.

Manejar eficientemente todas las tareas administrativas de la recepción, asegurando la precisión de las cuentas de los huéspedes y la facturación/cobro correcto de las tarjetas de crédito de los huéspedes, siguiendo la normativa local en materia de límites de cobro.

Manejar todas las quejas de los clientes de manera profesional, personal y empática

Asegurarse de que toda la información pertinente se comunique puntualmente al equipo de gestión de la recepción.

Buscar formas de mejorar continuamente el conocimiento y las habilidades personales y estar activamente involucrado con los líderes en la creación de mejores prácticas en la oficina.

Apoyar la estrategia de tarifas establecida por el equipo de Revenue. Maximizar las ventas y los ingresos del hotel mediante la promoción de Upselling/Crosselling

Asegurarse de que los clientes reciban un check-in y check-out rápido y eficiente. Si aplica, ser conocedor del proceso de check-In digital para atender al huésped según el mismo.

Atender las solicitudes telefónicas de los clientes internos y/o externos, siempre que el hotel no disponga del servicio centralizado de Guest Service Line.

Convertirse en un embajador del hotel en cualquier momento que represente a la empresa.

Ser responsable de mantener los perfiles de los huéspedes para asegurar una fuente precisa de información sobre las necesidades y preferencias de cada cliente.

Asegurarse de que toda la información pertinente se comunique de inmediato al equipo de gestión de la recepción.

Capacidad para trabajar bajo supervisión, ser cortés y servicial tanto con los colegas como con los huéspedes, tener buenas habilidades de comunicación, ser entusiasta y con disposición para aprender.

Capacidad para comprender y superar las expectativas y necesidades de los huéspedes.

Apoyar, mantener y hacer cumplir los estándares de servicio del hotel.

Asegurarse de que todas las consultas o solicitudes de los clientes sean atendidas de manera educada y eficiente, dentro de un plazo aceptable.

CUSTOMER EXPERIENCE

Conocer la filosofía de la Marca y cumplir con los estándares, manuales operativos y de identidad que aplican a su departamento.

Velar por la experiencia del cliente y personalizar su estancia, anticipándose a sus necesidades y superando sus expectativas.

Atender las incidencias de clientes, comunicando las acciones tomadas a su responsable. Escalar la incidencia a su responsable en caso de no poder dar una solución.

Conocer los objetivos de Voz del Cliente y ejecutar las acciones necesarias para su cumplimiento.

Apoyar a su responsable con la Arquitectura Sensorial establecida para sus áreas.

Conocer y promocionar los servicios e instalaciones del hotel, así como el programa de entretenimiento, experiencias y eventos.

REQUIREMENTS

EDUCACIÓN Y FORMACIÓN:

Titulación universitaria o formación profesional en Turismo, gestión hotelera, o similar.

IDIOMAS:

Idioma local (en función de la ubicación geográfica del establecimiento) e Inglés Avanzado. Valorable un tercer idioma

CONOCIMIENTOS ESPECÍFICOS:

Conocimientos de operativa hotelera.

Conocimientos de procedimientos de check-in y check-out.

Conocimiento del sistema de gestión hotelera.

Conocimiento de protocolos de seguridad y emergencia.

Habilidades en atención al cliente y manejo de quejas.

Comunicación efectiva.

Vocación de servicio.

Organización y planificación.

EXPERIENCIA:

Experiencia mínima de 1 año en atención al cliente.

Chez Meliá, nous sommes tous VIP

Chez Meliá Hotels International, nous nous engageons en faveur de l'égalité des chances entre les femmes et les hommes sur le lieu de travail, avec le soutien de la direction et des principes énoncés dans les politiques des ressources humaines. Nous accordons également une grande importance à la diffusion d'une culture d'entreprise axée sur l'égalité effective dans toute l'équipe et à la sensibilisation à la nécessité d'agir de manière conjointe et globale.

Nous promouvons notre engagement en faveur de l'égalité et de la diversité, en évitant toute forme de discrimination, en particulier liée à des motifs de handicap, de race, de religion, de genre ou d'âge. Nous sommes convaincus que la diversité et l'inclusion parmi nos collaborateurs sont essentielles à notre succès en tant qu'entreprise mondiale.

De plus, nous nous engageons pour la croissance durable de notre secteur grâce à une grande équipe humaine socialement responsable. En ce sens, notre devise est "Vers un avenir durable, à partir d'un présent responsable" Grâce à tous les collaborateurs, nous le rendons possible.

Pour vous protéger et éviter les fraudes lors des processus de sélection, nous vous invitons à consulter nos recommandations sur la page "Protege ta candidature".

Si vous souhaitez devenir "Very Inspiring People", suivez - nous sur:

INSTAGRAM - TIKTOK - LINKEDIN - INDEED - GLASSDOOR