Guest Service Agent - Meliá Serenity Cam Ranh Beach Resort

“The world is yours with Meliá” 

Discover a path without limits at Meliá, where growth and development opportunities are endless. Embark on a journey that will take you to work in several countries and become part of our extended global family.

Discover some of the benefits we offer:

• 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.

We are seeking a Guest Service Agent to join our team at Meliá Serenity Cam Ranh Beach Resort, based in Cam Lam, Khanh Hoa (Vietnam).

MISSION

The Guest Service Agent complies with the daily operations of the department, attending all customer requests and committing to achieve excellence in customer satisfaction.  

MAIN RESPONSIBILITIES

• Comply with the customer service strategy, efficiently managing all guest requests and committing to achieve total guest satisfaction. 
• Ensure the customer experience, personalising their stay, anticipating their needs, ensuring excellent service, personalising their stay and exceeding their expectations. 
• Manage the arrival of VIP guests and guests staying in superior attribute rooms, ensuring that they have all the information about the hotel services and facilities during their stay. 
• Efficiently manage all guests’ requests, in terms of information, requests and/or special services, both in the hotel and in the destination, applying upselling and cross-selling techniques to optimise the hotel’s extra revenues and committing to achieve their complete satisfaction. 
• Being knowledgeable of the destination to be able to offer services and products according to the preferences of customers. 
• Support with the digital experience of guests during their stay, as per the global strategy. 
• Manage customer incidents, following the established protocols. 
• Comply with the attributes, standards and manuals applicable to their department. 
• Efficiently use the different customer experience management tools. Be aware of the Voice of the Customer results, complying with the defined improvement plans. 
• Comply with the Sensory Architecture defined for their area. 
• Verify material orders following the set product guidelines, for better optimisation of economic resources.

REQUIREMENTS

• Training in Tourism, social sciences, PR, or similar
• Strong communication skills;
• Proactive problem-solving abilities;
• Organization and planning skills;
• 2 years in a similar position in the hospitality industry;
• Fluency in Vietnamese (written and spoken); advanced English required. A third language is an advantage.

At Meliá we are all VIP

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 also prioritize disseminating throughout the entire staff a corporate culture committed to effective equality, and raising awareness about the need to act jointly and globally.

We promote our commitment to equality and diversity, avoiding any kind of dicrimination, especially related to reasons of disability, race, religion, gender, or age. We believe that diversity and inclusion among our employees are essential for our success as a global company.

Additionally, we support the sustainable growth of our industry through a socially responsible team. In this sense, our motto is "Towards a sustainable future, from a responsible present". Thanks to al our collaborators, we make it possible.

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