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  1. DESCRIPTION ½     NIGHT GUEST SERVICE ASSOCIATE

 

 

Department:

FRONT OF HOUSE  

Role:

NIGHT GUEST SERVICE ASSOCIATE

Reports to:

FRONT OF HOUSE MANAGER/RECEPTION MANAGER/ NIGHT MANAGER

Responsible for the following departments:

Front Desk, Aura Team, ME for You Team

Position summary

It is the primary responsibility of the Night Guest Services Associate to greet incoming guests, provide luxury guest services, and to create a safe and friendly environment for the guests. All duties are to be performed in accordance with departmental and property policies, practices and procedures. A 5-star luxurious attitude must always apply while carrying out the various duties.

General duties and responsibilities:

  • To act as a hotel ambassador at all times as you will be representing the brand and the company.
  • To follow the hotel’s grooming policy and present a professional and well-groomed appearance at all times.
  • To comply with all Security and Health & Safety policies.
  • Eye for details, be quality oriented, have the ability to maintain high standards, be receptive to training and coaching, be well organized and with the ability to handle more than one task at a time.
  • To have the ability to work under supervision, be polite and helpful to both colleagues and guests, receptive to feedback, have good communication skills, be friendly, enthusiastic and willing to learn
  • To have good level of spoken and written English and the ability to communicate and interact with multi-cultural clientele. Possess a positive, motivated, friendly, trustworthy outlook whilst on duty.
  • To be in constant contact with guests in order to know their level of satisfaction at all times. Deliver personalised service and go beyond limits to ensure that expectations are always exceed.
  • To deliver authentic experiences, socialise with guests in the lobby, bar, restaurant and other public areas.
  • To personalise each interaction with a Guest by using the Guest’s name during conversations.
  • To act upon guest feedback to continually improve our experiences.
  • To look for ways to continuously improve personal knowledge and skills and be actively involved with leaders in the creation office best practices.
  • To support the conservation of energy and protection of the environment.
  • To adhere to the “Stay safe with Melia” programme related to the post Covid-19 scenario to protect guests and employees.

 

 

Aura (Guest Experience) duties and responsibilities:

  • Responsible for maintaining guest’s profiles updated as to have an accurate source of information regarding each guest's needs and preferences.
  • Understand the mission of our brand and the company, living and breathing our culture and act as ambassador of the Aura of ME. Expresses enthusiasm, energy and positive vibes within the organisation and always act according to company ethics and values. Be confident to perform hotel site inspections for our clients as well as escorting guests to their rooms.
  • Be familiar with the daily operations, assist with our VIPs arrival and coordinate our guest’s services on a daily basis such as: Pre-arrival emails, VIP reports, personalised guest experiences, room inspections, special room set ups, amenities coordination, welcome letters, welcome gifts, room escorts, follow up during their stay, goodbye emails, post stay follow up, etc.
  • Have a constant up-to-date database of the trendiest establishments in the city, such as bars, restaurants, clubs, galleries, concert arenas, shops etc.  Be a cultural events lover and be always “in the know” of the latest happenings. Use this information and knowledge when dealing with guests in order to provide the most exclusive and professional service at all times. To be able to suggest our VIPs the most elite recommendations and provide exclusive reservations.

 

Front Desk / Concierge / ME4U (Switchboard) duties and responsibilities:

  • Deliver a fast and efficient check-in and check-out service and ensure that all guests requests are handled in a polite and efficient manner.
  • To efficiently deal with all administrative tasks of the Front of House, ensuring the accuracy of guest accounts and invoicing/debiting of the guests’ credit cards.
  • Have the ability to perform as Night Auditor and or Switchboard and assist with other duties that may be required.
  • Be responsible of answering all external and internal calls, providing personalised, informative and professional service, doing all what is possible to exceed our guest’s expectations and providing exactly what they require.
  • Deal with all telephone calls in a professional manner with a warm and welcoming tone in your voice.
  • Handle all guest’s complaints that are brought to your attention with a professionally, personalised, and empathetically attitude.  Always listen, empathise, apologise, overcome the problem and report the issue.
  • Support the rate strategy set forth by the revenue Team. Maximize sales and revenue for the hotel – up-selling, promoting outlets and services, etc.
  • Adhere to the company credit policy regarding revenue processing and money handling and comply with all Procedures and policies detailed in the procedures manual.
  • Assist with the luggage delivery as well as in-room amenities. Escort guests to their room and provide an overview of the room features including our in-room technology.
  • Have the ability to provide our guests with information, directions, recommendations and make reservations when required.
  • Have the ability to provide our guests with information, directions, recommendations and make reservations when required.

           

 

                                           

Reservations duties and responsibilities:

  • Communicate with Melia Hotels International reservations office to resolve any queries regarding bookings.
  • Ensure all enquiries are dealt promptly, in a friendly manner and in line with company standards.
  • Ensure that all traces are actioned in a timely manner
  • Maintaining the Opera property management system to ensure guests, companies and agents details, comments and history are up to date and relevant.
  • Review all the bookings that are not guaranteed in order to maximize occupancy.
  • Liaise with and hand over to front of house team any special requests prior to arrival. Ensure that the front of house team have the necessary back up information for each guest by following procedures.
  • Ensure that deposits are taken to comply with the rate restrictions.
  • Follow up all guaranteed non-arrivals in order to raise charges where relevant.
  • To deal with any group enquiries within the operating standard and send quotes in accordance with customer requirements and within the hotel pricing structure.
  • Ensure that all calls are handled with the required hotel and company standards.
  • Promote all facilities of the hotel and the company.
  • Maintain updated the Opera property management system to ensure guest, companies and agents details, comments and history are up to date and relevant.

 

Requirements of the position:

  • Deliver a courteous and pleasant manner and a consistent, composed and controlled approach towards guest and colleagues
  • Confident with PMS OPERA
  • Be able to adapt their working schedule according to the demands of the hotel
  • Be able to physically move around the hotel constantly and carry weights
  • Be organised and able to react promptly and improvise accordingly
  • Be extremely flexible, assist the various departments and accept possible changes
  • Be able to deliver a 5-star luxury service at all times
  • Be 100% fluent in English. Other languages are highly valued

Team member qualities:

  • Be 100% fluent in English. Other languages are highly valued
  • Responsible, Innovative, Attentive
  • Problem solver
  • Willing to learn and receive feedback
  • Consistent, composed and controller
  • Trendsetter and Daring
  • Being able to work under pressure
  • Have a smart, clean & tidy appearance
  • Flexible attitude towards the job roles
  • Very good English level
  • Enthusiasm and positive attitude
  • Creative and Passionate
  • Influential
  • Guest Service focus

5-star luxury service attitude