Melia Hotels is hiring a Night Auditor to manage overnight front desk operations and ensure exceptional guest service. You will work with the team to meet and exceed guest expectations, driving service excellence.
What You'll Do
- Personalize every guest interaction by using their name during conversations.
- Maintain guest profiles for an accurate source of information on needs and preferences, respecting local regulations on mandatory data.
- Be aware of potential VIPs arriving or visiting hotel areas, ensuring they are received and escorted to their destination.
- Handle all front desk administrative tasks efficiently, ensuring accuracy of guest accounts and correct billing/charging of guest credit cards following local regulations on charging limits.
- Handle all guest complaints professionally, personally, and empathetically.
- Ensure all pertinent information is communicated punctually to the reception management team.
- Seek ways to continuously improve personal knowledge and skills and be actively involved with leaders in creating better office practices.
- Support the pricing strategy set by the Revenue team, maximizing hotel sales and revenue by promoting upselling and cross-selling.
- Ensure guests receive a fast and efficient check-in and check-out. If applicable, know the digital check-in process to serve guests accordingly.
- Answer phone requests from internal and/or external customers whenever the hotel does not have a centralized Guest Service Line.
- Become an ambassador of the hotel at any time you represent the company.
- Support, maintain, and enforce hotel service standards.
What We're Looking For
- 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.
Benefits & Compensation
- My MeliáRewards: Participate in our exclusive loyalty program, enjoying unique benefits and advantages.
- My MeliáBenefits: Take advantage of flexible compensation and exclusive discounts on a wide variety of products and services, promoting an active and healthy lifestyle.
Melia Hotels is an equal opportunity employer.
