Assistant Front Office Manager | Melia Luxembourg

“The world is yours with Meliá” 

Discover a boundless path at Meliá, where opportunities for growth and development are endless. Immerse yourself in a journey that will take you to work in various countries and to be part of our extensive 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.

Be proud to belong to Meliá as we are proud of you 😉 

 OPERATIONS

• Ensure that all tasks by Front Office staff are completed as needed to facilitate service.
• Support the Front Office Manager in assigning specific tasks to team members as they arise.
• Ensure all reception policies and procedures are followed.
• Verify that all operations and cash handling are performed according to established policies and procedures.
• Maintain constant communication with the housekeeping department.
• Keep up-to-date information on pricing, rates, special offers, packages, programs, etc., ensuring that all staff are trained in all areas.
• Analyze, investigate, and resolve guest complaints.
• Understand and exceed guests' expectations and needs.
• Perform receptionist tasks as needed to facilitate service.
• Ensure that guests receive prompt and efficient check-in and check-out services. Be knowledgeable in the digital check-in process to assist guests accordingly.
• Ensure all customer inquiries or requests are handled politely and efficiently within acceptable time frames.
• Ensure that internal and external telephone requests are handled optimally and efficiently, particularly when the hotel lacks a centralized Guest Service Line.
• Be responsible for maintaining guest profiles to keep an accurate source of information on each guest's needs and preferences.
• Support, uphold, and enforce hotel service standards.
• Ensure the cleanliness, availability, and good working condition of equipment and supplies.
• Support the rate strategy established by the Revenue team. Maximize hotel sales and revenue by promoting upselling, encouraging sales culture, and promoting outlets, services, etc.

ECONOMIC-FINANCIAL

• Be knowledgeable of their department's budget
• Support the head of department in the preparation of projections.
• Is knowledgeable of the economic results of the hotel and the economic results of their department, as well as the deviations vs. budget/projection.
• Ensure the fulfilment of the economic goals established in the department and being aware of the economic goals of the hotel, as well as their fulfilment.
• Support the head of department in the placing of orders following the established procedure, as well as in the control of materials and services.

HUMAN RESOURCES

• Support and participate in the identification of talent in their department.
• Be knowledgeable of the development plans and tools in Human Resources and promote their use (Melia Home, Melia Listens, E-melia, development plans, Inspiring Opportunities, Graduates Programs, Code of Ethics...).
• Identify high potential staff, as well as actively participate in the development of the team and trainees (if applicable).
• Follow up on the climate action plans defined by the department.
• Encourage the participation of their team in the wellness programmes available at the Hotel.
• Promote the use of social media following the guidelines established by the company.
• Support in the recruitment of the team and its dissemination in social media.

CUSTOMER EXPERIENCE

• Be knowledgeable of the Brand philosophy, ensuring optimal implementation of the standards, operations and identity manuals that apply to their department.
• Ensure the customer's experience and personalise their stay, anticipating their needs and exceeding their expectations.
• Manage customer incidents, communicating the actions taken to the hotel’s Guest Experience Department.
• Be knowledgeable and share with the team the objectives of the Voice of the Customer and to ensure their fulfilment, supporting in the creation and definition of improvement plans if necessary.
• Be knowledgeable with the Sensory Architecture established for their areas and ensure compliance with it.
• Be knowledgeable of the hotel's services and facilities as well as the entertainment programme, experiences and events, ensuring that the team has all the information to be able to promote them to guests.

HEALTH & SAFETY// HEALTHY WORKPLACE

• Be knowledgeable of the hotel’s evacuation plan.
• Support in the responsibilities assigned to them in the Centre's Self-Protection Manual or local equivalent in other countries.
• Ensure compliance with the Occupational Health and Safety Procedures and Instructions.
• Be knowledgeable of the individual protection equipment of the department and to support in its correct implementation and use by means of the corresponding training actions.
• Assume the responsibilities assigned in the Occupational Health and Safety Management System Manual. 

REQUIREMENTS

• Knowledge of hotel operations.
• Familiarity with hotel management software. Profienciency in Opera Cloud would be an asset.
• Advanced proficiency in the Microsoft Office Suite.
• Fluency in English is mandatory, strong basis in French required. Any other language would be a plus.
• Skills in handling complaints and claims.
• Effective communication.
• Ability to manage teams and supervise.
• Strong service-oriented attitude
• Organizational and planning skills.

At Meliá we are all VIP 🌟

Great professionals who make everyday life easier and exceptional. From the junior to the most senior, all of them have unique and important qualities that make working at Meliá an opportunity for constant growth and a passport to create your future wherever you want.  

Our warmth, proximity and passion for what we do make working at Meliá an unforgettable experience, full of emotional moments and always with the feeling that you belong to a big family where we have people like you, VIP People. 

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.

To protect yourself and avoid fraud in selection processes, we invite you to consult our recommendations on the "Protect Your Application" page.

If you want to be “Very Inspiring People“, follow us on: 

INSTAGRAM – TIKTOK – LINKEDIN – INDEED – GLASSDOOR