Concierge - ME Milan Il Duca

“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 😉 

The Concierge, as an expert prescriber and authentic ambassador of the destination, is responsible for receiving and managing customer requests, always providing them with unique and personalised services and products and committing to achieving excellence in customer satisfaction.

OPERATIONS

• Comply with the strategy of experiences in the destination, offering customers unique services and products according to their preferences.
• Efficiently manage all guest requests, applying upselling and cross-selling techniques to optimise the hotel's extra revenues, committing to achieving total guest satisfaction.
• Ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations.
• 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.

HEALTH & SAFETY// HEALTHY WORKPLACE

• Be knowledgeable of the hotel’s evacuation plan.
• Be knowledgeable of the personal protective equipment and use it correctly.
• Be knowledgeable of the methods, work procedures and risks inherent to their activity.
• Assume the responsibilities assigned in the Occupational Health and Safety Management System Manual.

REQUIREMENTS

EDUCATION AND TRAINING: Training in Tourism, social sciences, PR, or similar.

LANGUAGES: Local language (depending on the geographical location of the property) and advanced English. A third language would be an asset.

SPECIFIC KNOWLEDGE:

• Knowledge of hotel management tools.
• Excellent knowledge of the destination.
• Command of the Office 365 package.
• Knowledge of hotel operations.
• Vocation for service.
• High orientation to the luxury segment
• Ability to work in a team
• Communication skills.
• Problem-solver.
• Organisation and planning.
• Proactivity and Innovation.
• Attention to detail.

EXPERIENCE:

External: 2 years in a similar position in the hospitality industry.

Internal: At least 1 year of experience in the Guest Experience department or other customer-facing department.

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. 

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

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