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.

Job Profile

Position: Assistant Front of House Manager

Department: Reception

Reports to: Front of House Manager

Reports to: Front of House Manager

Brand Positioning and Values

ME OFFERS EXPERIENCE-BASED ACCOMODATION AT A PREMIUM TO

LIFESTYLE-BRANDED HOTELS, WITH RATES AT A DISCOUNT TO
THOSE OF TRADITIONAL LUXURY CHAINS.

ME PROMISES AN EXPERIENCE BEYOND ACCOMMODATION FOR THE

TRAVELER WITH A PROGRESSIVE SENSIBILITY, ME BRINGS THE
INDIVIDUAL INTO THE MOMENT AND DELIVERS THE THRILL OF THE
UNEXPECTED.

THROUGH DESIGN, MUSIC, CUISINE AND ART, ME SPEAKS TO THE

INTELLECT, EMOTIONS, SENSES AND DESIRES OF EACH GUEST,
FOSTERING AN INTIMATE, LASTING CONNECTION TO THE MOMENT,
THE PLACE AND THE BRAND.

ME FOR YOU EXCEEDS EXPECTATIONS

AURA IS THE ESSENCE OF EVERYTHING WE DO

INSPIRE, RECOGNIZE AND REWARD INNOVATION

ME=YOU=COMMUNITY

Job Aims

Assist the Front of House Manager in the administration and management of

all Front Office Operations to ensure profitability, control costs and quality
standards to ensure total guest satisfaction

Accountabilities

 Follow the Hotel’s Grooming policy and present a professional

and well-groomed appearance at all times.
 Ability to work without supervision, polite and helpful to both
colleagues and guests, receptive to feedback, good
communication skills, friendly, enthusiastic and a willingness to
learn.
 Good level of spoken and written English
 Comply with all Human Resources company policies regarding
timekeeping, requests for time off, sickness and absence policies,
and conduct policies.
 Personalise each interaction with a Guest by using the Guest’s
name during conversations.
 Must adhere to protocol where applicable and use correct form of
address
 Ability to understand and exceed guest’s expectations and needs.
 Ability to communicate and interact with multi-cultural clientele
 Be aware of possible VIPs arriving or visiting the Food and
Beverage outlets. Ensure that VIPs are met and escorted to their
destination.
 Be familiar with the functions of the day and assist with the arrival
of VIPs.
 Possess a positive, motivated, friendly, trustworthy outlook whilst
on duty
 Ensure that customers receive fast, efficient check-in and check-
out.
 Ensure that all customer’s queries or requests are handled in a
polite and efficient manner – within acceptable time frames.
 To become an ambassador for the Hotel at any time you would
be representing the company.
 On days where the hotel is in an overbooked situation, personally
take care of guests who are booked out to another property in
such a manner as to minimise the guests’ inconvenience.
 Conduct ongoing training with existing team members and ensure
that new team members are certified as required.
 Ensure a high level of product knowledge and area knowledge
within the Front of House Team – be personally confident to
perform hotel site inspections for walk in clients.
 Conduct performance appraisals of designated staff as required.
 Take an active part in the interview of designated candidates as
required.
 VIPs – Oversee all aspects of such guests’ visits with the Aura
Experience Team(s) ensuring that:
 their accommodation is ready on arrival, assigned from the day
before if the availability allows.
 accommodation is serviced to the very highest standard for arrival
and reporting any shortfalls to the Head Housekeeper.
 The correct amenities with correctly addressed welcome card is
delivered in advance of arrival and thereafter maintained on a
daily basis.
 any arrangements for these guests are followed up and actioned.
 Meet Group Co-ordinators/MICE Organizers maintaining contact
with them throughout their visit and ensuring their needs are
anticipated and the operation runs smoothly.
 Co-ordinate all group requests and needs with the relevant
Departments/Managers.
 Ensure that sufficient staffing is present to meet the daily
business demands.
 Assign specific tasks to team members as they arise.
 Responsible for maintaining Guest’s profiles so that we have an
accurate source of information regarding each customer’s needs
and preferences.
 Ensure that all pertinent information is documented in the logbook
daily.
 Act in a manner that is supportive of the hotel’s Health & Safety
policies.
 Professionally, personally, and empathetically handle all
customer complaints that are brought to your attention using the
techniques – LEARN, WIT, etc. Always listen, empathise,
apologise, fix the problem, report the fault.
 Eye for details, quality oriented, ability to maintain high standards,
receptive to training and coaching, well organised with the ability
to handle more than one task at a time
 Look for ways to continuously improve personal knowledge and
skills and be actively involved in the creation of SOPS and office
best practices.
 Support, Maintain, and Enforce the Service standards of the
hotel.
 Comply with all Security policies
 Ensure cleanliness, availability and good working condition of
equipment and supplies.
 Monitor and maintain the condition of the Front Hall/Lobby.
 Represent the Management and is operationally in control of the
hotel
  Support the rate strategy set forth by the Revenue Team.
Maximise Sales and Revenue for the hotel – foster a culture of
up-selling, promoting outlets, services, etc.
 Adhere to the company credit policy regarding revenue
processing and money handling
 Initiate measures to lower workplace expenses without
compromising the
 quality of products and/or services.
 Support the conservation of energy and protection of the
environment.
 Comply with all Procedures and policies detailed in the
Procedures Manual.

Shift Procedures

To ensure the department’s shift procedures are followed in order to meet

financial and statutory requirements and support the delivery of outstanding
customer service. Hours as required on a rota basis.

Personal Competencies

 These describe the behaviour you will need to demonstrate to

carry out your job effectively.
 A courteous & pleasant manner
 A consistent, composed and controlled approach towards guest
and colleagues
 should be maintained at all times under pressurized situations.
 The ability to maintain consistently high standards of customer
service
 The ability to promote positive relationships with all guests and
colleagues in the hotel and company
 Leadership qualities in regards to thinking clearly, quickly, and
making decisions.
 Should be creative, innovative and strive for continuous
improvement.
 Enthusiasm & a positive outlook
 Communication skills
 A smart, clean & tidy appearance

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.