Assistant Front Office Manager Melia Luxembourg

**_“The world is yours with Meliá”_**

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**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**
- 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 Managemen