Shift Leader Front Office- Me Milano Il Duca

**Shift Leader Front Office
- ME Milano Il Duca**

**_“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 technologiesThen you connect with the **ME by Meliá** brand.

**Job Summary**:
Shift Leader assists Front Office Manager in the administration and management of the daily operation of the Front of House department which include Front Office Agents, Runner, Doorman, Valet; ensuring guest satisfaction and maximum customer care through an efficient and courteous service, to the required standards of the hotel

**What will I be doing?**
- Conduction and supervision the daily operation of the department to ensure that service standards are followed with friendly and engaging service
- Managing guest concerns and react quickly, tracking and notifying the right areas to ensure memorable moments for our guests
- Ensuring employees are informed on a daily basis about priorities to customize the service
- Supervision of operations during the shift for which the person is responsible
- Customer complaints management and decision-making responsibility
- Duties tasks in absence of the FOM
- To ensure all staff are trained and accurate training records are kept
- To be totally supportive and promote the service culture values to the Reception team enabling them to provide the highest level of service at all times
- To ensure accurate billing and corrections
- To welcome guests and fosters customer loyalty through his/her friendly manner
- To develop high quality relationships with guests throughout their stay
- To ensure that all front desk employees are well presented (uniforms, personal hygiene etc), and also punctual
- To ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
- To ensure that guest documentation and information is available and up-to-date

**What are we looking for?**
- Degree or Diploma in Hospitality Management
- Computer Knowledge and experience in MS office programs Knowledge of Opera System
- High level of English and of a second language
- Minimum 2 to 3 years work experience in the same role in Hotel of similar category
- Well developed communication and customer relations skills
- Highly organized, results-oriented with the ability to be flexible and work well under pressure
- Complaint handling skills
- Experience training and supporting a team
- Flexibility and adaptability

**What benefits do we have for you?**
- If you love to travel, **Melia Hotels International** is the place to work We have excellent discounts through our global **My MeliaRewards** program for you, your family, and friends.
- At **Melia the protagonist is you** You choose how far you want to go, and for this, we have different development plans in order to offer you opportunities for growth and to fulfill your professional dream. In addition, you can have international experiences if you wish, because we are located in more than forty countries
- **Meliá Hotels International** has developed a learning model focused on you, centered around continuous and experiential learning that can accompany you in your professional development. Because if you evolve, Melià evolves with you.
- Corporate Social Responsibility is of vital importance to us, and for this reason, we give the opportunity to participate in different events and social activities of diversity and social inclusion, always highlighting our values and purpose.

**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