Job Description

Sales Guest Concierge

REPORTS TO:  Sales & Marketing Manager

DEPARTMENT : Sales

Meliá Orlando Celebration Hotel

Celebration, Florida

“The world is yours with Meliá”  

Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family. 

It means knowing that you have started one of the most exciting journeys of your life, a journey in which inspiration will always accompany you. Do you dare to be the owner of your professional career in an inspiring world?

In a company as large as your world, all that is missing is YOU.

MISSION: Responsible for assisting guests staying at the property, from their arrival to their departure, thus achieving the entire satisfaction of the guest, in addition to providing information and selecting potential customers for CIRCLE BY MELIA.

General functions:

To provide superior assistance to the guest, ensuring that their expectations and needs are met during their stay at the hotel and make an invitation to become a member of CIRCLE BY MELIA.

Service-Specific Functions:

• Receive the guest from the arrival and at the end of the registration, confirm their preferences, needs and reservation of services welcoming them and have assistance with their luggage to their room.
• Explain the benefits of Circle by Melia in your interaction with the guest.

• Channel the service needs of your guests to the Guest Experience Agent immediately upon receipt of requests.
• Contact the guest daily to check if they have any additional requirements and make sure they are enjoying their stay.
• Review the guest's rating (B1 – High Value Profile, B2 – Fair Profile or NB – not prospectable, according to rating parameters).

• Coordinate special celebrations requested by the guest through and together with the Guest Experience Agent.
• Provide Tour information always directing the Guest to the authorized preferred agency.
• Coordinate the collection of luggage for the guest's departure day and ensure that transportation is punctual.
• Share detected incidents with the Guest Experience Agent team so that they are recorded in H-mobile using the Opportunities module. The Guest Experience Agent will coordinate special attention with the departments involved and alert their direct superior.

• Receive service training and attend the corresponding briefings to be aligned with the hotel's services and updated information.

Tracking Your Assigned Guests - Generation/Marketing Work:

• According to the arrival list of your assignment, you meet guests upon arrival at the hotel.
• Coordinate an appointment for the invitation to Circle by Melia, promoting the advantages, benefits and experiences.
• Identify the rating according to the customer's profile to select guests with purchase potential.
• Document the invitation (Pre-manifest according to certain waves) in the tool indicated (SALESFORCE), with the steps corresponding to the Marketing process.
• Promote the Typeform to document the Discovery on the part of the guest.
• On the day of the appointment, comply with the reception in a timely manner.
• In case of conversion to members of a Recruitment guest, the Guest Concierge supports and collaborates with the change of room, check-out, etc. and continues to offer them services until their departure.

Additional Requirements:

• Follow and comply with the schedules and programming established by their superior.

• Maintain an adequate image according to the company's standards and guidelines
• Impeccability (uniform clothing, badge and personal appearance)
• Ethical Behavior
• Adapt to initiatives and update processes related to their roles for their professional development
• Work as a team to ensure brand promise delivery
• Comply with their work commitments by adjusting to the work guidelines established by the company.
• Be actively involved in their work, looking after the interests and image of the company.
• Maintaining the confidentiality of information

• Strictly comply with the area's operating policies and procedures.
• Maintain and take care of their equipment and work material, reporting any incident or breakage.
• They must act at all times with professionalism and above all with a lot of charisma and empathy.
• You will participate in information sessions and training courses convened by the Management and Supervision of the CIRCLE Marketing Department and Hotel.
• You will be evaluated and rated on your production performance to CIRCLE and Customer Service.

**This brief job description/responsibilities and/or duties are not intended to be ALL responsibilities or qualifications of the job.  EEO/M/F/D/V

Minimum Requirements:

• College degree preferred in the following areas: Marketing, Social Communication, Business Administration.
• Minimum 2 years in a similar position, Concierge, Customer Service in a hotel and/or resort.
• Flexible schedule is required; must be available to work various shifts including mornings, evenings, weekends and/or holidays.  
• Must be able to read, write and speak Spanish and English.  Other languages preferred.
• Computer proficiency in software applications including MS Word, Excel, Outlook and reservations systems
• Effective oral and written communications skills

** Only candidates with authorization to work in the U.S.A. will be considered.  At this time, no monetary relocation assistance is available.

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