Guest Service Line Agent

Area: Guest Experience and Customer Service

Location: Dubai, AE

“The world is yours with Meliá”

Continuing at Meliá means advancing on a journey without borders, seizing the unlimited growth and development opportunities that our global family offers you. It's knowing that the world is yours and that your chances to work in various countries are within your reach, all while still being part of our great family.

Are you ready to take the reins of your professional career and explore new inspiring opportunities within Meliá?

REMEMBER: Before applying, you must inform your direct supervisor and/or Hotel Director, and your HR manager of your interest in participating in the internal selection process. Your line manager will not have the authority to authorize or halt your application, but must be properly informed.

Responsibilities:

1. Is a valid communicator via email and verbally with guests, associates, including managers, as well as with the concerned authorities.
2. Prepares admin documents and memorandums to be sent to all team members in correct English with detailed information.
3. Transmits a positively contagious vibe to each individual.
4. Maintains morale, motivation, and brand spirit within the team.
5. Assists and participates in the daily pre-shift meetings (Energize ME).
6. Carries out brand standards on both a department and hotel level.
7. Complies with assigned deadlines and maintains high standards in their work.
8. Defends the image of the property and Brand at all times.
9. Becomes a prime example of exceptional and personalized service, being proactive and demonstrating teamwork with other departments.
10. Works as part of a team to accomplish a unified goal.
11. Has optimum knowledge of all hotel services such as opening hours, products, and details of every outlet.
12. Greets both internal and external clients with a welcoming smile expressing genuine warmth at all times.
13. Answers all external and internal calls, providing personalized, informative, and professional service.
14. Deals with all telephone calls in a professional manner with a warm and welcoming tone.
15. Is fully knowledgeable of the daily hotel situation (Occupancy, average room rate, groups and conventions in house, latest package and offers, VIPs…).
16. Communicates evacuation orders in emergency situations.
17. Follows up on guest incidents and requests, ensuring guest satisfaction.
18. Organizes and files all information required on a daily operative basis.
19. Takes room service orders and ensures correct delivery regarding both timing and product.
20. Keeps a detailed inventory and follows up on all items available for guests.
21. Follows up on every review pro questionnaire on behalf of the Guest experience team.
22. Increases the loyalty rate via the Market Metrix questionnaire.
23. Avoids transferring calls unless necessary and deals with guest requests personally.

Leading the Team:

1. Follows the ME brand values and philosophy.
2. Represents the brand and the company admirably.

At Meliá we are all VIP

Great professionals who make everyday life easier and exceptional. Our warmth, proximity, and passion for what we do make working at Meliá an unforgettable experience.

At Meliá Hotels International, we are committed to equal opportunities between women and men in the workplace, with the commitment of management and the principles contained in Human Resources policies.

We promote our commitment to equality and diversity, avoiding any kind of discrimination, especially related to reasons of disability, race, religion, gender, or age.

Additionally, we support the sustainable growth of our industry through a socially responsible team.

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