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Front Office Agent

On-site in Santa Cruz de Tenerife·Added 28 days ago

Meliá Hotels

286 open roles

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Our summary

Work mode: On-site, Santa Cruz de Tenerife
English: Required
Education: Vocational training (FP Grado Medio)

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No sponsorship mentioned, and this kind of work is rarely sponsored in Spain.

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Skills

This job advert was originally written in Spanish.

Requirements

What we're looking for

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 you are unable to provide a solution.
- Know the Voice of the Customer objectives and execute the necessary actions for their fulfillment.
- Support your manager with the Sensory Architecture established 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 establishment's geographic location) and Advanced English. A third language is valued.
  
  SPECIFIC KNOWLEDGE
  - Knowledge of hotel operations.
  - Knowledge of check-in and check-out procedures.
  - Knowledge of the hotel management system.
  - Knowledge of safety and emergency protocols.
  - Skills in customer service and complaint handling.
  - Effective communication.
  - Service vocation.
  - Organization and planning.
  EXPERIENCE
  
  Minimum of 1 year of experience in customer service.

The role

"The world is yours with Meliá"

Continuing at Meliá is an opportunity to learn, grow, and keep building your career within a global team. Here you can take on new challenges and access experiences in different destinations, while remaining part of our family.

Are you ready to take the next step in your career with us?

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

MISSION: Fulfill 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.

What you'll do

Personalize each interaction with a guest by using their name during conversations.
Be responsible for maintaining guest profiles to have an accurate source of information about each client's needs and preferences, while respecting local mandatory data regulations.
Be aware of potential VIPs arriving or visiting different areas of the hotel. Ensure they are received and escorted to their destination.
Efficiently handle all front desk administrative tasks, ensuring the accuracy of guest accounts and the correct billing/charging of guests' credit cards, following local regulations regarding billing limits.
Handle all guest complaints in a professional, empathetic, and personal manner.
Ensure all relevant information is promptly communicated to the front office management team.
Continuously seek ways to improve knowledge and personal skills, and actively engage with leaders in creating best practices at the front desk.
Support the rate strategy established by the Revenue team. Maximize hotel sales and revenue by promoting Upselling/Cross-selling.
Ensure guests receive a fast and efficient check-in and check-out process. If applicable, be knowledgeable about the digital check-in process to assist guests accordingly.
Handle phone calls from internal and/or external guests, unless the hotel has a centralized Guest Service Line.
Become an ambassador for the hotel at all times while representing the company.
Be responsible for maintaining guest profiles to have an accurate source of information about each client's needs and preferences.
Ability to work under supervision, be courteous and helpful with both colleagues and guests, possess good communication skills, be enthusiastic and willing to learn.
Ability to understand and exceed guest expectations and needs.
Support, maintain, and enforce the hotel's service standards.
Ensure all guest inquiries or requests are handled in a polite and efficient manner, within a reasonable timeframe.

About Meliá Hotels

Meliá Hotels International is a Spanish hotel company and one of the world's largest resort hotel chains. Founded in Palma de Mallorca in 1956, the company operates over 350 hotels across more than 40 countries, spanning brands such as Gran Meliá, Meliá, ME by Meliá, Innside by Meliá, and Paradisus. The company is a global leader in the hospitality industry, with a strong focus on leisure and business travel, and is known for its Mediterranean heritage and premium service standards.

Meliá has a very significant presence in Spain, its home market, with a wide network of hotels across the Balearic Islands, the Canary Islands, and the mainland. The company is a major employer in Spain, offering a wide range of roles in hotel operations, food and beverage, and management. For international professionals, Meliá offers opportunities to work in a dynamic, multicultural environment within a leading global hospitality brand, with roles often requiring Spanish language skills and a passion for customer service.

Industry: Hotels
Founded: 1956
Employees: 40,000–50,000
Headquarters: Palma de Mallorca, Spain
In Spain: Palma de Mallorca, Madrid, Barcelona and 17 more
Website: melia.com

Good to know if you are moving

Meliá is a Spanish company, so working there offers a direct path to living and working in Spain, particularly in popular tourist destinations like the Balearic and Canary Islands.
The company operates a large number of hotels in Spain, providing many job opportunities in various departments such as food & beverage, housekeeping, and front office.
As a global hotel chain, Meliá has a multicultural workforce, and English is often used in international tourist destinations, making it accessible for non-Spanish speakers.
The company offers internal mobility and career development opportunities within its extensive portfolio of hotels in Spain and worldwide.
Many roles, especially in food & beverage and housekeeping, may require Spanish language skills to interact with local staff and guests.

In their own words

Additional information

REMEMBER: Before submitting your application, you must inform your direct supervisor and/or Hotel Director, and your Human Resources manager of your interest in participating in the internal selection process. Your line manager will not have the authority to authorize or block the submission of an application, but they must be duly informed.

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 place great importance on promoting a corporate culture focused on effective equality throughout the entire team and on raising awareness of the need to act jointly and globally.

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

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

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

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