Telephone Operator - ME Dubai 

“Whatever story you choose, you are the star” 

At Meliá Hotels International, you have the power to create your future. For us, the most important thing is your talent: We share the passion that makes you put your heart into everything you do, day after day. We are by your side to help you go beyond your limits, to celebrate every victory with you. Because together, we are the stars of our own stories. 

ME by Meliá is a collection of hotels in which culture, lifestyle and The ME People community come together to create an inimitable personality. Each hotel is connected to the destination, becoming the social epicenter of the city and attracting the best of the local cultural scene. Music, art, design, fashion and gastronomy make up the ME scene to provide visitors with an experience beyond accommodation. If you radiate energy and have a personal style that captivates others, if you like to follow the latest trends and live for the moment; if you love music, culture and new technologies… Then you connect with the ME by Meliá brand.

POSITION SUMMARY:

The ME for You Service Agent is responsible of creating and ensuring that the guest, the property and the employee can experience beyond accommodation aside from developing a strong and trusted connection through timely and accurate communications.

MAIN TASKS: 

• Assists and participate in the daily pre-shift meetings (Energize ME).
• Perfectly carries out brand standards on both a department and hotel level.    
• Complies with assigned deadlines and always maintains high standards in their work.
• Defends the image of the property and Brand at all times.
• Responsible of becoming a prime example of exceptional and personalised service, being proactive, showing initiative and constantly demonstrating team work with other departments.  
• Works as part of a team to accomplish a unified goal.
• Has optimum knowledge, understands, lives and breathes the mission, culture and spirit of the Brand. Expresses enthusiasm, energy and positive vibes within the organisation. Always acts according to company ethics and values.
• Has the finest knowledge of all hotel services such as the opening hours, products and details of every outlet.
• Greets both internal and external clients with a welcoming smile expressing genuine warmth at all times.
• Responsible of answering all external and internal calls, providing personalised, informative and professional service, doing all possible to surpass guest’s expectations and providing exactly what they require.
• Deals with all telephone calls in a professional manner with a warm and welcoming tone in their voice.
• Always answers the phone within the first three rings.
• Is fully knowledgeable of the daily hotel situation (Occupancy, average room rate, groups and conventions in house, latest package and offers, VIPs…).
• Is an ambassador of knowledge of the latest cultural events in the city, fashion shows, and ultimate events.
• Responsible of communicating evacuation orders in emergency situations.
• Responsible of following up on guest incidents and requests, ensuring the correct realisation and closure of requirements, therefore ensuring guest satisfaction.
• Organises and files all information required on a daily operative basis (check lists, wake up calls etc.).
• Responsible of taking room service orders and ensuring the correct delivery regarding both timing and product, therefore ensuring guest satisfaction (when F&B department is run by hotel).
• Responsible for making sure all direct lines are up and running.
• Responsible for keeping a detailed inventory and following up on all items available for guests (console games, games remote controls, cd and book library, iPod s and iPad control etc.).
• Responsible for following up on every Reviewpro questionnaire on behalf of the Guest experience team by contacting the guest by e mail.
• Responsible for increase the loyalty rate via the Market Metrix questionnaire.
• ME for You agents should avoid transferring as many calls as possible and deal with the request of each guest personally unless receiving a specialised demand that can only be dealt by other departments. Calls should also be transferred when the department in question can deliver a more personalised and detailed service. Examples are the following:
  • External restaurant reservations – Transferred to Concierge
  • Internal restaurant reservations – Dealt with by ME for You
  • Internal VIP table reservations and special requests – Transferred  to the outlet in question due to being specialised and involving upselling opportunities
  • Tourist information and guide bookings – Transferred to Concierge
  • Information on how to get to the city centre, how to get to the airport etc. – Dealt with by ME for You
  • Basic information on food types, cocktail menus etc. in hotel outlets – Dealt with by ME for You
  • Detailed information and recommendations on menu offerings (dishes, cocktails) in outlets - Transferred to Outlets in question
  • Secretarial work – printing, boarding passes etc. – Dealt with by ME for You

REQUIREMENTS: 

• The position requires a minimum of three years’ experience in hotels Guest Relations Department.
• Individual must have excellent written, presentation, oral communications and interpersonal skills in English. Individual must possess strong leadership skills, be able to motivate and influence others. Individual must be able to think creatively and strategically, have excellent judgment and be able to work in a changing environment.

What will it be like to work for Meliá Hotels International? 

Meliá Hotels International is unique among the 20 largest international hotel groups in having an origin in leisure and the ideal size to combine exceptional hospitality with management that is efficient and close to its stakeholders. All of this, along with our Spanish warmth and passion, makes us distinct and different. 

At Meliá Hotels International you are the protagonist. The combination of your talent and your passion with our desire to grow by your side has no limits. Together, we will step forward with the strength of a great company. Together, we’ll turn the future into an amazing story. 

We are an equal opportunity employer and value diversity.  We do not discriminate on the basis of disability, race, religion, age or any other basis protected under federal, state or local laws. We believe that diversity and inclusion among our teammates is critical to our success as a global company.